Our dedicated support desk ensures queries are resolved quickly and efficiently, thereby minimising interruption to your daily operations.

Contact Support

We take great pride in ensuring our customers are totally satisfied with the solutions we implement. Our team is fully trained and up to date with the latest software releases giving you peace of mind.

Service Level Agreement

Included

Standard support is included in the annual software subscription and support renewal;

  • Functionality not working; provided that the Customer has not amended the application design (e.g. rules, processes), ICit Support will use reasonable endeavour to resolve the issue under the terms of the Agreement. If the application has been developed further by the customer, then additional cost may ensue.
  • System Performance; if following work done by ICit Support, the customer experiences performance issues then ICit Support will investigate the cause of the problem and endeavour to resolve accordingly

Excluded (available at Additional Cost)

  • Application enhancements: Customer requesting enhancements to functionality will be provided with a quotation for the work requested.
  • System Tuning: archive, maintenance and optimisation tasks are not included. These tasks are generally assumed to be the responsibility of the Customer.

Application Support contracts are available at additional cost, for further details please contact us at support@icitbi.com

Priority

Business Impact

Contact

Description

Target Response

Target Resolution Time

1

Critical

Production system is not available no acceptable workaround is available

1 Hour

2 Business days

2

High

Use of production system is seriously affected implementation is on hold, no acceptable workaround is available

2 Hours

5 Business Days

3

Medium

User of production system is restricted, an acceptable workaround may be available

3 Hours

5 Business days

4

Low

Use of production system is generally unaffected,request for information, enhancement or product clarification an acceptable workaround or alternative solution is either available or not required

8 Hours

20 Business days

Priority: 1

Business Impact: Critical

Contact:

Description: Production system is not available no acceptable workaround is available

Target Response Time: 1 Hour

Target Resolution Time: 2 Business days

Priority: 2

Business Impact: High

Contact:

Description: Use of production system is seriously affected implementation is on hold, no acceptable workaround is available

Target Response Time: 2 Hours

Target Resolution Time: 5 Business Days

Priority: 3

Business Impact: Medium

Contact:

Description: Use of production system is restricted, an acceptable workaround may be available

Target Response Time: 3 Hours

Target Resolution Time: 5 Business days

Priority: 4

Business Impact: Low

Description: Use of production system is generally unaffected,request for information, enhancement or product clarification an acceptable workaround or alternative solution is either available or not required

Target Response Time: 8 Hours

Target Resolution Time: 20 Business days

Contact Us

If you have any further questions, or would like to receive more information about a particular product or service, please don't hesitate to get in touch either by completing the form opposite, emailing info@icitbi.com or call us on 01565 831900

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