Intlock Support Policy - Commercial Editions

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Intlock Support Program Overview

Intlock, is committed to providing a support program that offers high-value and cost-effective options for our customers. The goal of our technical support program is to respond quickly to customer issues and to continually improve handling your technical support needs. This section describes the support service tiers, methods, processes, and response targets for customer support requests.

See what customers are saying about Intlock Support.

Installation and Configuration for Commercial Trials

Free support is given during the installation and configuration of the CardioLog Analytics and SharePoint Marketing Trials. Contact us for further assistance while evaluating CardioLog Analytics or SharePoint Marketing Suite!

Customer Support Tools

Web Support

We provide robust web-based access to self-help facilities. Among the online resources are: 

CardioLog Analytics

  • CardioLog Analytics System Requirements –  this guide describes the product's requirements from hardware, operation system, 3rd party software and network topology.

  • CardioLog Analytics Setup Guide  –  this guide provides details about the installation process and configuration steps. 

  • CardioLog Analytics User Guide  –  this guide offers basic knowledge on how to operate the system - including "How-To" scenarios for creating and viewing scheduled reports, real time reports and more.

  • CardioLog Analytics Administrator Guide  –  this guide offers basic knowledge for administrators - including report template creation, data collection filters, security and permissions, setting the tracking agent and more.

  • CardioLog Analytics Advanced Administrator Guide  –  this guide provides details about advanced procedures and maintenance tasks such as infrastructure recommendations, troubleshooting, optimization and fine tuning, health monitoring, CardioLog API, and more.

SharePoint Marketing Suite

  • SharePoint Marketing Suite System Requirements  –  this guide describes the product's requirements from hardware, operation system, 3rd party software and network topology.

  • SharePoint Marketing Suite Setup Guide  –  this guide provides details about the installation process and configuration steps. 

  • SharePoint Marketing Suite User Guide  –  this guide offers basic knowledge on how to operate the system - including "How-To" scenarios for creating and viewing scheduled reports, executing A/B and multivariate tests, creating rules for displaying web content and messages - according to various user segments,  and more.

  • SharePoint Marketing Suite Administrator Guide  –  this guide offers basic knowledge for administrators - including report template creation, data collection filters, security and permissions, setting the tracking agent and more.

  • SharePoint Marketing Suite Advanced Administrator Guide  –  this guide provides details about advanced procedures and maintenance tasks such as infrastructure recommendations, troubleshooting, optimization and fine tuning, health monitoring, SharePoint Marketing Suite API, and more.

For further information regarding technical support, please visit our knowledge base and support site, which includes guides, tutorials, FAQ, announcements, and more.

Telephone and Email Support

 

Support Packages

Support Packages are determined by your Service Level Agreement. Please see the pricing section for more information on these options. View the different packages offered:

CardioLog Analytics - Standard Edition

Standard Plus Support

  • Free product updates, bug fixes, and patches are included.

  • Product license includes a one-time non-renewable single installation and configuration of the product software on a single server within the customer's production environment (note that migration and/or re-installation of the product software and database are not included in the Advantage Support package, nor are any other non-production installations; however, Migration and Re-installation packages are available for additional cost).

  • Support services are provided through email, phone, and desktop sharing.

  • Support will be provided for major product version releases that are up to 18 months old.

  • Support includes assistance to solve problems and upgrade product software versions on a customer's production environment.

  • Intlock’s support services are provided only to product configurations and/or topologies that comply with the product system requirements. Intlock will not provide support services to non-standard system requirements, or alternatively charge for professional services costs to resolve these issues, according to the sole discretion of Intlock.

  • Support for non-production environments, consultant services, and development services are priced based on professional services, $155 per hour.

  • Intlock reserves the right to use parts or all development projects, such as new features, components, modules, and other professional services for any other purpose.

  • On-site support and installation services are not included in the yearly support and maintenance fee. They will be billed separately according to the standard professional services rates. On-site support will entail travel and time expenses that will be billed to the customer.

  • Support services include a one hour product tour for starters.

  • The yearly support fees are 20% of the product list price, plus $1,000. Final rates and delivery times are defined within a binding purchase agreement.

 

CardioLog Analytics and SharePoint Marketing Suite - Professional and Enterprise Editions

    1.  Advantage Support 

  • Product license includes a one-time non-renewable single installation and configuration of the product software on a single server within the customer's production environment (note that migration and/or re-installation of the product software and database are not included in the Advantage Support package, nor are any other non-production installations; however, Migration and Re-installation packages are available for additional cost).

  • Support services include two hours of a detailed product tour as part of the product solution's deployment process.

  • Support for product updates, bug fixes, and patches.  

  • Support services are provided through email, phone, and desktop sharing. 

  • Support will be provided for major product version releases that are up to 18 months old.

  • Intlock’s support services are provided only to product configurations and/or topologies that comply with the product system requirements. Intlock will not provide support services to non-standard system requirements, or alternatively charge for professional services costs to resolve these issues, according to the sole discretion of Intlock.

  • Support for non-production environments, consultant services, and development services are priced based on professional services, $155 per hour.

  • Intlock reserves the right to use parts or all development projects, such as new features, components, modules, and other professional services for any other purpose.

  • On-site support and installation services are not included in the yearly support and maintenance fee. They will be billed separately according to the standard professional services rates. On-site support will entail travel and time expenses that will be billed to the customer.

  • The yearly support fees are 20% of the product list price. Final rates and delivery times are defined within a binding purchase agreement.

    2.  Premium Support 

  • Everything the Advantage Support package provides for two environments (production and a single non-production environment).

  • The yearly support fees are 5% of the product list price over Advantage Support package. Final rates and delivery times are defined within a binding purchase agreement.

    3.  Elite Support 

  • Everything the Advantage Support package provides for three environments (production and two non-production environments).

  • The yearly support fees are 10% of the product list price over Advantage Support package. Final rates and delivery times are defined within a binding purchase agreement.

 

     Support Packages Summary

  Standard Plus Advantage Premium Elite Trial Lite/Free
Web Support √ √ √ √ √ √
Product updates, bug fixes, and patches √ √ √ √ √ √
Single installation on a production environment √ √ √ √ √ x
Single installation on a test or staging environment x x √ √ √ x
Single installation on multiple environments x x x √ x x
Support through a ticketing system √ √ √ √ √ x
Support through email, phone, and desktop sharing √ √ √ √ √ x
Short product tour for starters √ √ √ √ √ x
Advanced product tour x √ √ √ x x


Severity Definitions

Severity Level

Definition

Severity 1

INSTALLED ON-PREMISE

Critical Service Outage
A critical production service is down with no workaround immediately available.

  • No data collection.

  • Application failure which affects the site performance.

  • Application service is down or not responding and cannot be stabilized or restarted.

May not be used in the case during a new installation process, a test server or platform, or where no production users are on the system. A service outage does not include network issues, infrastructure issues, database failure, IIS failure and lack of system requirements.


HOSTED ON MICROSOFT AZURE*

Critical Service Outage
A critical production service is down with no workaround immediately available.

  • No data collection.

  • Application failure which affects the site performance.

  • Application service is down or not responding and cannot be stabilized or restarted.

  • Virtual machine is down or not responding and cannot be stabilized or restarted **

  • IIS is down or not responding and cannot be stabilized or restarted **

  • SQL database service is down or not responding and cannot be stabilized or restarted ***

  • SQL database failure. ***

* Backups

To qualify for this SLA, a daily backup of the following is required:

  • Virtual machines using Azure backup service (additional cost)
  • SQL database using Azure Blob service (additional cost)

** High Availability and Disaster Recovery for Virtual Machine

To qualify for this SLA, virtual machines must have two or more instances deployed in the same Azure Availability Set (additional cost)

Boundaries and Exclusions:
Up-time for virtual machines hosted on Azure is based on Microsoft Azure SLA. 
The Virtual Machines up-time metric shall not apply to performance issues caused by the following: 

  • Overall Internet congestion, slowdown, or unavailability
  • Unavailability of generic Internet services (e.g. DNS servers) due to virus or hacker attacks
  • Force majeure events
  • Actions or inactions of Customer (unless undertaken at the express direction of Intlock) or third parties beyond the control of Intlock
  • A result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Intlock 
  • Scheduled application upgrades and patches that occur approximately five times per year may require downtime in addition to the scheduled maintenance. The downtime will be scheduled in advance and coordinated with Customer.

*** High Availability and Disaster Recovery for SQL Database

To qualify for this SLA, configuring SQL Server high availability and disaster recovery (HADR) solutions is required (additional cost).

 

May not be used in the case during a new installation process, a test server or platform, or where no production users are on the system.

Severity 2

Major Functionality
Major functionality is severely impaired.

  • Service operations failure (such as portal tree updates and usage data processing).

  • Your business operations have been severely disrupted.

  • CardioLog functions are not working properly.

May not be used in case a temporary workaround is available or it affects a single or relatively small subset of users.

Severity 3

Minor Functionality
Minor functionality not working. Partial, non-critical loss of functionality of the software or general usage questions.

  • Impaired operations of some components (such as creating and viewing reports), but allows the user to continue using the software.

  • Cosmetic issues, including feedback on the documentation.

  • General configuration or use questions.

  • Upgrade, major change, and migration notifications.

  • Enhancement requests.

  • Trial customers.


Response Times

Support Area

Support Method

Response Time

Severity 1

 Remote

1 business day

Severity 1

On-site

3 business days

Severity 2

Remote

3 business days

Severity 2

 On-site

10 business days

Severity 3

Remote

4 business days

Severity 3

On-site

10 business days


Please note: the target "Response" time should not be confused with a "Resolution" time. Resolution for a complex technical problem may require significantly more time than the targets set for Response. The Response targets are measured on the initial response after the case has been submitted.

Support Case Method

Each Support Package comes with unlimited support cases (except for Standard and Lite/Free editions). A case is the ability to contact Intlock support directly for technical assistance. Your Support Package determines the method type (e.g. web support or phone), and how many environments are covered.

  • Remote  –  phone, email or desktop sharing

  • On-site  –  requires a technical consultant to arrive at the site

 

Support Case Process

Intlock is committed to resolving customer problems quickly and professionally; when you contact Intlock support:

  • Every product request is logged into the support system and is accessible to all Technical Support Team members.

  • The Technical Support Team assigns case priority based, in part, on the Severity Level that has been indicated.

  • After reasonable troubleshooting, an unresolved case will be escalated directly to Engineering for resolution.

Note: Enhancement and bug requests also funnel in through the same ticketing process. Typical resolution for enhancements will be bugs filed with Engineering who will work with the Support team to provide target release dates. You can always check enhancement and bug status by visiting:

 

Courtesy Support Benefits - CardioLog Product Offering

As part of the CardioLog yearly support and maintenance service level agreements for all tiers, Intlock provides its loyal customers with a complimentary Voice of Customer tool. Note: as long as your yearly CardioLog support agreement is active and renewed, then the Voice of Customer will be available for you as a complimentary license. Intlock will provide support and maintenance for this solution at no additional cost according to your existing active CardioLog service level agreement (on top of CardioLog).

Training Program

Intlock offers a variety of training sessions and resources for end users and administrators. This training is devised to deliver the highest level of marketing and technical competency for our CardioLog Analytics (Intranet Portals) and SharePoint Marketing Suite (Internet Websites) solutions for our customers and authorized partners. It will also provide an in-depth understanding of how to effectively install, set-up, configure, utilize and troubleshoot the various product modules.

This training program introduces the most effective way of commissioning Intlock’s products, and their related components, to the organization's stakeholders and administrators. Intlock’s training program is presented by qualified product instructors who will review all of the functions of our products, as well as provide practical industry tips, and personal practice sessions.

For further information about Intlock's training offering, please refer to our detailed training program.

Migration and Re-installation Packages

Price per migration or re-installation package - $1,500 per environment.

This package includes:

  • A single re-installation of the product software and database, or

  • A single migration of the product software and/or database

Professional Services Pricing

Price per day of professional services - $1,500. 

Intlock reserves the right to use parts or all development projects, such as new features, components, modules, and other professional services for any other purpose.

Intlock will not be obliged to provide any professional services and/or consultancy, training, support, or any other services to companies without an active support package. 

 

Product updates, bug fixes, and patches are included in the yearly maintenance fee (20% of the list price of all purchased product components). 
Support services enable customers to contact Intlock in any event which requires technical assistance, from initial installation to any support issues throughout the life of the product. Support services can be purchased on an hourly basis, at any time. The available support packages are:
5 hours - $775 
10 hours - $1,500 
20 hours - $2,800
Support services are provided through email, phone, and desktop sharing - in compliance with our standard support response times. Additional support packages are available upon demand. Contact us for more details.
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