Intlock Support Policy - Commercial Editions

Contents

• Intlock Support Program Overview
• Installation and Configuration for Commercial Trials
• Customer Support Tools
• Support Packages
• CardioLog Analytics - Standard Edition
• CardioLog Analytics and SharePoint Marketing Suite - Professional and Enterprise Editions
• Support Packages Summary
• Severity Definitions
• Response Times
• Support Case Method
• Support Case Process
• Courtesy Support Benefits - CardioLog Product Offering
• Training Program
• Professional Services Tariff

Intlock Support Program Overview

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

Installation and Configuration for Commercial Trials 

Free support is available 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 hardware, operating system, external software and network requirements.
• CardioLog Analytics Setup Guide - This comprehensive guide provides a complete set of details about installing, configuring, and optimizing your system.
• CardioLog Analytics User Guide - This guide offers a broad overview of system operation, including scenarios for creating and viewing reports, and analysis.
• CardioLog Analytics Administrator Guide - This guide offers basic knowledge for administrators including instructions for report template creation, data collection filters, security and permissions, setting the tracking agent and diagnostics.
• 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 hardware, operating system, external software and network requirements.
• SharePoint Marketing Suite Setup Guide - This guide provides details about the installation and configuration process.
• SharePoint Marketing Suite User Guide - This guide offers basic knowledge on how to operate the system including scenarios for creating and viewing scheduled reports, executing A/B and multivariate tests, creating rules for displaying web content, targeted messaging 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 diagnostics.
• 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 more information regarding technical support, please explore our knowledge base and support site, which includes guides, tutorials, FAQs, announcements and more.

Telephone and Email Support

• Submit your request

• Toll Free:1-888-699-8934

• Email: support@intlock.com

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 always included.

• Product license includes a single, non-renewable installation and configuration assistance for the product software on a single server within the customer's production environment Please note that migration and/or re-installation of the product software and database are not included in the Standard Plus Support package, nor are any other remote installations. However, additional migration and re-installation support packages are available separately.

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

• Support will always be provided for major product releases that are up to 18 months old. We cannot guarantee support for versions older than 18 months.

• Support includes assistance for solving problems and upgrading software versions within our customer's production environment.

• Intlock support services are provided for product configurations that comply with the system requirements. Intlock can not guarantee support services for 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 our professional services hourly fee.

• On-site support and installation services can be purchased additionally at standard professional services rates. On-site support will entail travel and time expenses that the customer is responsible for.

• Support services always include a one hour product tour.

• The yearly support fees are 40% of the product list price. 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 single, non-renewable installation and configuration assistance for a single server within the customer's production environment. Please note that migration and/or re-installation of the product software and database are not included in the Standard Plus Support package, nor are any other remote installations. However, additional migration and re-installation support packages are available separately.

• Support services include a two hour detailed product tour included alongside the deployment process.

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

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

• Support will always be provided for major product releases that are up to 18 months old. We cannot guarantee support for versions older than 18 months.

• Intlock support services are provided for product configurations that comply with the system requirements. Intlock can not guarantee support services for 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 our professional services hourly fee.

• 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 can be purchased additionally at standard professional services rates. On-site support will entail travel and time expenses that the customer is responsible for.

• 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 included in the Advantage Support package, for two environments. (ie: A production environment 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 included in the Advantage Support package, for three environments (ie: A production environment 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

Severity Definitions

This table describes the levels of severity when requesting support.

Response Times

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

Advantage, Premium and Elite Support Packages comes with unlimited support cases. 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:

• CardioLog Analytics Roadmap

• SharePoint Marketing Suite Roadmap

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. 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.

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 and SharePoint Marketing Suite solutions, tailored for our customers and authorized partners. It will also provide an in-depth understanding of how to effectively install, 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.