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
IC 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.