Service Level Agreement
We provide unlimited product support as part of your annual Maintenance contracts. If your issue is beyond a product issue we’ll do our best to diagnose the issue and point you in the right direction.
Product support includes access to our Help Center, update and upgrade files, self-directed training resources and on-demand webinars.
Responses to defects and tickets will be guided by the combined severity reported and the priority set internally by IC Support:
SEVERITY 1 (URGENT)
Site Down, or Defect that (a) causes loss of a business-critical function, (b) creates or poses a material risk to the security or integrity of your data, property or equipment, or (c) creates or poses a material risk to the safety or security of any person.
- Initial human response: one business hour
- Resolution or workaround: two business days
SEVERITY 2 (HIGH)
Defect that results in (a) some user inconvenience, or (b) loss or impairment of important functionality other than business-critical functionality.
- Initial human response: two business hours
- Resolution or workaround: ten business days
SEVERITY 3 (NORMAL)
General questions, or a Defect that results in (a) minor user inconvenience, or (b) loss or impairment of non-critical or non-important functionality.
- Initial human response: four business hours
- Resolution or workaround: commercially reasonable efforts
Test environments are triaged at our lowest severity and assistance can only be provided once we have cleared cases for our customers' production sites. Our Service Level Agreement does not apply to test environments. Support for Test Environments is not included in product support, however our team does its best to assist customers with Test Sites as it can be a barrier to upgrading. When we're able, we will provide limited support depending on our case volume. Limited support means that we are unable to troubleshoot issues related to:
- HTTPS/SSL
- WebServices
- Statistics
- Theme
If you haven't had an opportunity to review our article on Test Environment Setup please take a look.
Supported VersionsIC Support and Development teams support the current version of our software with bug fixes, hotfixes, and upgrades. If it’s possible to back port a fix to one version back we will, but it’s not always possible to do. Issues that only affect non-current versions of our software will not be supported.