| STANDARD SUPPORT FREE | PARTNER ADVANCED SUPPORT | PARTNER PREMIUM SUPPORT | |
|---|---|---|---|
| Technical Support | For issues that prevent customers from accessing their services ONLY | For issues that prevent customers from accessing their services AND any other issue that requires professional attention | For issues that prevent customers from accessing their services AND any other issue that requires professional attention |
| Range of support | Cloud Catalog | Cloud Catalog | Cloud Catalog |
| Critical** Customer’s business has significant loss or degradation of services and requires immediate attention. | Available: Business hours*** Best Effort | Available: Extended business hours**** < 30 minutes | Available: 24/7 < 30 minutes |
| Major** Customer’s business has moderate loss ordegradation of services but work can reasonablycontinue in an impaired manner. | Available: Business hours*** < 1 business day | Available: Extended business hours**** < 1 hour | Available: 24/7 < 1 hour |
| Minor** Customer’s business is functioning with minorimpediments of services. | Available: Business hours*** < 2 business days | Available: Extended business hours**** < 4 hours | Available: 24/7 < 4 hours |
| Free Technical Services Hours Included (Per Year) | 0 | 12***** | 18***** |
| Support hours if issue is NOT customers fault or is caused by a bug | Unlimited | Unlimited | Unlimited |
| Support Usage Reporting (through Support Portal) | ✓ (historic overview) | ✓ (hour utilization status) | ✓ (hour utilization status) |
| Ticket escalation to vendor, if needed | ✓ | ✓ | |
| Ticket status notifications via email or SMS | Email only | 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.
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 one up to four minutes and we resolve more than 1000 tickets per month!
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Over 85% of our partners started with a demo!
We support and guide IT professionals like you to grow their business in the most efficient way.
Take advantage of consultation according to your and your clients’ needs now!
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Over 85% of our partners started with a demo!
We support and guide IT professionals like you to grow their business in the most efficient way.
Take advantage of consultation according to your and your clients’ needs now!
