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:

  1. Standard Support

  2. Training Package

  3. Silver Premium Annual Support

  4. 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.

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