Our support plans cover the iSymphony core product. For i9 Technologies’ professional services clients, our support plans also cover any contractual deliverables with a iSymphony site deployment.
i9 Technologies’ Professional Support Services is available to maintenance subscribers only.
To gain access to i9 Technologies’ Support Services, contact us for maintenance purchasing and pricing.
Support Scope
- iSymphony Installation and downloads
- Support for installation includes best practice recommendations for server environment, fresh installations of iSymphony or troubleshooting of existing installations and downloads.
- iSymphony Usage issues
- Our expert iSymphony consultants can help you make the most of iSymphony and answer any "how to" questions from permission setup to advanced queue functionality.
- Basic configuration issues
- If you’re having any issues with configuration, we can help you configure iSymphony so it’s setup correctly.
- Troubleshooting, Bug Fixes and Escalation
- This includes the diagnosis and in most cases, the resolution of any functional or visual issues in the iSymphony Core product.
Not included in our support plans:
- Code Development
- Development Support
- Optimization and Performance Tuning
- Custom Extensions
- Custom Interfaces
- Custom Configuration
- Core Product Upgrades
- Data Migration
- Best Practices Recommendations
Assistance for the items above is available through our Professional Services or a Consulting engagement.
Support Details
| Gold Plan | Platinum Plan | |
|---|---|---|
| Benefits | ||
| Quarterly Webinars Discussing Product Direction | Included | Included |
| Support Cost | Included | Additional 20% |
| Problem Resolution | ||
| Number of Included Support Incidents* | Unlimited | Unlimited |
| Ticket Submission | 24 x 7 x 365 | 24 x 7 x 365 |
| Phone Support Access for P1 issues | Included | Included |
| WEB Ticket Response Time | Up to 1 business day | 24 Hours |
| Phone Support Hours | M-F 08:00–17:00 MT | 24 hours |
| Telephone Response Time P1-P2 Issues* | Up to 4 business hours | Up to 2 hours |
* Incident: Support incidents, as specified in the SLA plan, can be exercised at any time during the subscription period to receive support for an iSymphony implementation. Contact us via the customer support portal or by phone about any of the services within the Scope of Coverage.
Support for the free Lite Edition is available in the following community outlet: