This support and maintenance policy describes the services that Infocyte provides to subscription customers that are entitled to support and maintenance services under the Patrol, Command, and / or Assessment / Partner licensing tiers.
Severity Levels & Response Times
All service requests are assigned a severity level of 1 to 4 based on the impact and resolution needs of our customers. The End-User determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue by an Infocyte Technical Support Engineer or Technical Account Manager--at which time the submitting end-user will be notified of the change.
Severity Levels
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Severity 1 |
Error or fault with the installed product or service, which is causing severe impact to operations. There is no circumvention for the problem. A significant portion of the product or service is unusable, system or infrastructure is down. |
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Severity 2 |
Error or fault with the installed product or service, which is causing substantial performance degradation. An alternate method of operation within the software may be available but difficult to use. The defect impacts the products reliability; long term productivity is adversely affected. |
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Severity 3 |
A problem or request with low operational impact on product or system. Workarounds are readily available. These defects may be resolved with a patch or workaround, and may not be addressed until the next release. |
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Severity 4 - Low / Informational |
Usage questions, clarification of documents Suggestions; requests for new features and enhancements. |
Acknowledgement of the Support Request (Initial Response Time)
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Severity 1 |
Under 1 hour |
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Severity 2 |
Under 4 hours |
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Severity 3 |
Under 8 hours |
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Severity 4 |
No SLA (generally <24 hours) |
Initial Response
When a support request is initially logged, a Severity Level will be assigned and stated in the support system. The requester automatically receives a reply with a unique ticket number to assure that the ticket has been logged. The requester can also login to our support system to view the support history.
Response Time
An ‘initial response’ is defined as the period in which initial investigations into the problem are made and resolution details or a plan of action is defined. Response time is deemed to commence from when the Infocyte Helpdesk has been notified of any issue. The below time frame starts from the effective sending by Licensee of a service request with all the necessary and appropriate information attached to properly reproduce the reported issue.
Scheduled Outages and Maintenance Windows
Infocyte will attempt to honor the specific maintenance window outlined in your instance whenever possible. You are able to set this setting under Admin --) Account.
Reporting an Issue
Issues should be logged online through the Infocyte Support Portal ticketing system, via support chat, or if both solutions are unavailable, by sending an email to Support@Infocyte.Com.
Required Information
To ensure that the support engineer has all of the necessary information needed to resolve the issue in a timely manner, please supply the following information in the communication:
- Product in which problems are being encountered including version (and build if appropriate).
- Operating System on which the product is running, including version (and builds if appropriate).
- Detailed description of the suspected fault.
- Associated Agent or Controller logs
- Helpdesk issue reference number, when referring to a request which has already been logged.
Support Hours and Contact Information
Hours of Operation
Summary |
Community Edition |
Patrol |
Command |
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Technical support via |
Mon - Fri GMT (-5) |
24 x 7 x 365 |
24 x 7 x 365 |
Contact
The preferred method for opening a support ticket is using the Infocyte Support Portal, or through support chat in your portal. Should both of these options be unavailable, you may also open a support ticket by directly emailing Support@Infocyte.com.
Please follow updates in your email or by reviewing your support requests through our Support Portal: https://support.infocyte.com/
Support Portal:
Chat:
1) Inside of the cloud solution via the Help Option.
2) https://support.Infocyte.com
Email:
Issue Escalation & Feedback Procedure
Customer Service
Infocyte employees are passionate about good customer service and seek to respond to all customer issues in a professional and efficient manner. Because customers’ commercial and technical environments are constantly changing, Infocyte recognizes that the service it delivers may also need to adapt from time to time.
Infocyte is therefore committed to continually improving customer service and welcome both positive and negative feedback from customers. This information will assist the helpdesk team to improve its performance and deliver ongoing customer satisfaction.
The Escalation Process
Customers can expect an acknowledgement of feedback within a maximum of two working days from receipt of a communication. Infocyte will typically reply by the same method of contact initiated by the customer. If the feedback is a complaint, an internal review will be conducted by the VP of the Customer Success Team.
If for any reason this review takes more than one week the Support Manager will keep the customer informed of any delay or further information which is required and indicate a likely timescale for a further update. Following the review, the customer will be notified of the outcome, which we hope will resolve the issue satisfactorily or demonstrate what measures have been put in place to mitigate a similar situation arising in the future. If a customer remains dissatisfied after the completion of this process, the Infocyte Chief Executive Officer will be the arbitrator of unresolved concerns.
How to Provide Feedback
Every time a support ticket is closed in our system the requester will be sent an email, asked to rate the support and service provided. Customer satisfaction is our top priority. If at any time you are dissatisfied with the service and an urgent resolution is needed please contact the VP of Customer and Partner Success at customerfeedback@infocyte.com.
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