Intercax Support Plans

“Calling for Support”
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At Intercax, we want you to be successful. Our Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with Intercax Syndeia while optimizing performance, managing risk, and keeping costs under control.

Standard Support is included for all Intercax customers and includes:

Online Technical Support via Helpdesk
Online access to Syndeia Training materials
Tech Support Response Time delays of at most 48 hours
Unlimited Support participation and engagement
Issue management using Atlassian Jira Support Desk

	Standard Support	Silver Annual Upgrade	Gold Annual Upgrade
Ideal when?	You are evaluating or lightly using Syndeia.	You have production workflow in Syndeia.	You are customizing workflow for business and/or mission critical workloads in Syndeia.
Live Technical Support via Web Conferencing	When offered by Intercax Support Specialist	Provided when requested by Subscriber using plan hours.	Provided when requested by Subscriber using plan hours.
Live, Online Training Sessions offered by Senior Intercax Syndeia Subject Matter Experts on suggested topic		2 (two) 2-hour sessions when requested by Subscriber using plan hours.	3 (three) 2-hour sessions when requested by Subscriber using plan hours.
Live, Onsite Customer Visits offered by Senior Intercax Syndeia Subject Matter Experts on suggested topic		1 (one) 2-day site visit when requested by Subscriber, does not use plan hours. No additional travel expenses.	2 (two) 2-day site visit when requested by Subscriber, does not use plan hours. No additional travel expenses.
Service Level Agreement , *	Best effort to triage within 8 hours and to provide recommendation within 48 hours.	Triaged to SME within 8 hours and focused attention to provide recommendation within 24 hours.	Triaged to SME within 8 hours and focused attention to provide recommendation within 24 hours.
Architectural Guidance		Contextual to your use-cases	Contextual to your use-cases and may include enterprise architecture mentoring
Third-Party Software Support	Strictly limited to applications on which Syndeia depends	Interoperability and configuration guidance	Interoperability and configuration guidance and troubleshooting
Technical Account Management			Designated Technical Account Manager proactively monitors your support needs and assists with expedited access to Intercax expertise.
Pricing	Included with Maintenance Subscription and during pre-sale evaluations	Contact info@intercax.com for details	Contact info@intercax.com for details
Derivative Works Ownership	All Intellectual Properties retained by Intercax	All Intellectual Properties retained by Intercax	All Intellectual Properties retained by Intercax
Annual Hours in Subscription	Unlimited	50	100

*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.

**Business hours are generally defined as 8:00 AM to 5:00 PM in the customer country excluding holidays and weekends. These times may vary in countries with multiple time zones.