Support Services
Integware provides tailored support services to that can be structured to sufficiently suit your support needs.
Integware provides a dedicated support engineer, either onshore or offshore, whichever is more appropriate for the specific task (taking advantage of lower offshore labor rates will be the favored alternative whenever practical and possible).
This engineer is available to troubleshoot issues, provide application back-end support for customer help desk staff, and provide implementation related bug fixes. The terms of a support SOW define necessary escalation processes and availability of management staff.
The support team will make commercially reasonable efforts to address service requests based on its validated urgency.
A typical fault severity measure and escalation process is represented by the following table:
| Urgency level | Initial Response Time |
|---|---|
| Urgent | 2 business hours or less |
| High | 4 business hours or less |
| Medium | 8 business hours or less |
| Low | 2 business days or less |
High: User(s) are able to use the Licensed Program but operations are severely restricted by the incident. A Workaround exists.
Medium: User(s) can use the licensed program with some restrictions on one or several functions. These restrictions, however, do not have a severe impact on your operations.
Low: The incident causes little or no impact to user operations, or a way to circumvent the incident has been found.