Support

In2itive enterprise support programs provide the technical and operational expertise to help you plan, implement, deploy, and maintain In2itive applications as your solution evolves. Our experts can help keep your strategic applications running smoothly so that you can focus on business.

In2itive Platinum maintenance and support

In2itive's Platinum maintenance and support offering is a comprehensive package designed to meet the needs of large enterprise customers — especially those with mission-critical applications based on In2itive solutions. The Platinum program includes priority change request support, maintenance and support, and is structured to complement our enterprise products.

In2itive Gold maintenance and support

The Gold support program offers the same service levels as Platinum but does not include priority change request support. Gold support is structured to complement our desktop products.

With In2itive support programs, you can:

  • Accelerate the implementation of In2itive solutions
  • Maximize adoption of the solution in your organization
  • Enable users to leverage the full potential of the technology
  • Minimize costly downtime for your teams
  • Supplement your in-house IT support staff with world-class engineers from In2itive

Program Details

Platinum

Gold

Standard

Contract Period

One year

One year

One year

Standard maintenance support included

Yes

Yes

Yes

Priority change request for software customization

Yes

No

No

Number of incidents

Unlimited

Unlimited

Unlimited

Support channels provided

·         Email

·         Phone support

·         Customer support portal

·         Remote access

·         Email

·         Phone support

·         Customer support portal

·         Remote access

·         Email

Target response time

One hour for Severity 1 issues

One hour for Severity 1 issues

As defined in Standard Software Maintenance Agreement

Cost

35%

30%

15%

Priority Change Request Agreement In2itive Software Maintenance Agreement (English)
Priority Change Request Agreement Priority Change Request Agreement (English)