Journal Content
Journal Content

Support for IMOD Cloud Management Editions

 

Standard Support

Premium Support

Telephone Support

12x5

24x7

Critical Issues

2 business hours maximum initial response time (ET)

1 hour maximum initial response time

Major Issues

4 business hours maximum initial response time (ET)

2 business hours maximum initial response time (local time)

Minor Issues

1 business day maximum initial response time (ET)

4 business hours maximum initial response time (local time)

Number of Incidents

Unlimited

Unlimited

Self-Help

24x7 access to knowledge base and community forums

24x7 access to knowledge base and community forums

Product Updates

New version updates

New version updates

Emergency Bug Fix Escalation

No

Yes

Technical Account Management

No

Yes

Application Deployment Assistance

Assistance with custom system definition templates (1 per 6 months maximum)

Assistance with customer system definition templates (1 per 3 months maximum)

Assistance with Product Features

Yes

Yes

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

 

 

 

 

 

 

  

 

 

 

 

 

Support for IMOD SaaS 30-Day Trial

  • 24x7 access to knowledge base and community forums for self-help with product features
  • 8x5 telephone support for critical issues only, 1 business day maximum initial response time (ET)

 

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