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	Silver Premium Annual Support (SKU 5002)	Gold Premium Annual Support (SKU 5003)
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, Standard Training Curriculum offered by Senior Intercax Syndeia Subject Matter Experts on key capabilities	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	Included and does not consume plan hours.	Included and does not consume plan hours.
Live, Online, Custom Training Sessions offered by Senior Intercax Syndeia Subject Matter Experts on suggested topic	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 offered by Senior Intercax Syndeia Subject Matter Experts on suggested topic	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.	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.	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	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	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.