|TECHNICAL SUPPORT||For issues that prevent customers from accessing their services ONLY|
|Range of support||Cloud Catalog|
Customer’s business has significant loss or degradation of services and requires immediate attention.
Customer’s business has moderate loss ordegradation of services but work can reasonablycontinue in an impaired manner.
< 1 business day
Customer’s business is functioning with minorimpediments of services.
< 2 business days
|Free Technical Services Hours Included (Per Year)||0|
|Support hours if issue is NOT customers fault or is caused by a bug||Unlimited|
|Support Usage Reporting (through Support Portal)||✓
|Ticket escalation to vendor, if needed||—|
|Ticket status notifications via email or SMS||Email only|
|Access to ticket SLA performance counter||—|
|Means of communication:
• Support Portal, Email, Live Chat.
• For incidents, Support Portal ONLY
|Ability to purchase additional hour packages (Technical Services)||—|
|Ability to use the available Technical Services hours for Bluebook services||—|
*Annual commitment with monthly payments. On early cancellation, partner is obligated to pay for the months remaining until the subscription anniversary.
*In case an SLA is not met, the time is not subtracted from the yearly Free Technical Services Hours allotment. Also, SLAs are valid only if the support ticket is opened via interworks.cloud’s Support Portal. Otherwise, the support ticket is treated as a standard support request.
**Business hours: 8X5 (09:00-17:00 GMT+2)
***Extended business hours: 14X5 (Monday – Friday, 08:00-22:00 GMT+
****If the annual Free Technical Service Hours included with the Partner Advanced or Partner Premium Support plans are consumed, no new Advanced or Premium Support ticket will be allowed (interworks.cloud will continue receiving support tickets through the Advanced and Premium Support ticket mechanism, meaning through the Support Portal , but they will be handled as standard support tickets). In order to continue being able to open Advanced or Premium Support tickets, the Technical Services Hours balance must be positive, otherwise it must be replenished by purchasing a Technical Services package.
We are here to help.
Get support by email or chat!
Email Support is one of the most frequently utilized and is considered a mission-critical service offering for us. At interworks.cloud, our average response time for Email Support is 1-4 minutes and we resolve more than 1000 tickets per month!
At interworks.cloud we enable Chat Support to respond to problems critical for your business and manage multiple, concurrent conversations. On average, interworks.cloud handles over 8 Chats Support messages an hour!
Meet our new Chat Support Experience!
We strongly recommend you to contact us through Live Chat should you
require support immediately!