Intercax Support Plans
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.
Intercax offers four Support Plans:
Standard Support
Training Package
Silver Premium Annual Support
Gold Premium Annual Support
The four Plans are described in the table below.
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 | Syndeia Training Package | Silver Premium Annual Support | Gold Premium Annual Support | |
| You are evaluating or lightly using Syndeia. | You are evaluating or adopting Syndeia and you want to improve your team's level of understanding about Syndeia capabilities. | 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 | Not included. | Provided when requested by Subscriber using plan hours. | Provided when requested by Subscriber using plan hours. |
Live, Online, Standard Training Curriculum | Active Syndeia users are covered under standard support and encouraged to register. Given the demand and class size limits, Silver and Gold Premium Support and Site License customers receive priority access | First-come, first-serve from announced registration opportunities. Courses recur on a quarterly basis. | Included and does not consume plan hours. | Included and does not consume plan hours. |
Live, Online, Custom Training Sessions | Not included. | Not included. | 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 | Not included. | Not included. | 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. | Not applicable. | 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 | Not included. | Not included. | 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 | Not applicable. | Interoperability and configuration guidance | Interoperability and configuration guidance and troubleshooting |
Technical Account Management | Not included. | Not included. | Not included. | 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 | $4,999 US per group, annually. Up to 3 people from each group per each session. Includes access to all courses year-round. | 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 | All Intellectual Properties retained by Intercax |
Annual Hours in Subscription |
Unlimited |
Not applicable. |
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.