IOTech Systems - A software foundry that helps drive IoT innovation, global adoption, market velocity and scale at the edge
Support
A software foundry that helps drive IoT innovation, global adoption, market velocity and scale at the edge

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Support

A software foundry that helps drive IoT innovation, global adoption, market velocity and scale at the edge

Support Options

IOTech product subscriptions are offered with a choice of either Standard, Silver or Gold Service Level Agreements (SLAs). Support SLAs apply only to technical support issues concerning IOTech software products under subscription.

A Standard SLA provides coverage during normal business hours (8 x 5), whereas the Silver SLA increases coverage (12 x 5) and Gold expands this coverage still further to include 24 x 7 for critical issues.

SLA Option
Standard
Silver
Gold
Hours of coverage 8 x 5 12 x 5 24 x 7
Technical assistance Yes Yes Yes
Support channel Web Web Web and Phone
Number of cases Unlimited Unlimited Unlimited
Software maintenance updates Yes Yes Yes
On-site assistance No No Yes
Major software upgrades Yes Yes Yes
Problem escalation Yes Yes Yes
Problem acknowledgement and response times Yes Yes Yes
Continuous effort for high severity issues Yes Yes Yes

Product Evaluation Support

For customers evaluating IOTech’s software products we provide pre-sales support for 30 days after the first download of a product.  Pre-sales support includes the following features:

Standard cover 8x5
Problem acknowledgment and response times
Technical assistance

Pre-sales support questions will be answered on a 'best-effort' basis. For evaluation support queries email support@iotechsys.com

Case Severity Levels

An IOTech customer raising a technical support issue defines the initial severity of that issue. Both Standard, Silver and Gold SLAs use a common set of severity level definitions when assessing the impact to a customer’s business operations. Each severity level is used to determine the priority of the issue from urgent to low priority.  Severity levels may differ for issues raised in the production or development phases of a project.  IOTech defines four severity levels as shown in the table below.  All four severity levels apply to production use, only severity levels 3 and 4 apply to development use.

Severity 1
Urgent: A problem that severely impacts your use of the software for production purposes. The situation halts your business operations and no workaround exists.
Severity 2
High: A problem in which the software is still functioning, however your use of it for operational purposes is severely affected. No workaround exists.
Severity 3
Medium: A problem that involves partial, non-critical loss of the software for production purposes.  For production purposes there is medium-to-low impact on your business. Your business continues to function perhaps with the use of a workaround. For development purposes, the issue may be holding up your project from going into production.
Severity 4
Low: A general usage question, reporting of a documentation error or a recommendation/request for a future product enhancement. For production purposes there is little impact on your business. For development purposes there is medium-to-low impact on your business with operations continuing with perhaps the use of a procedural workaround.

IOTech SLAs include response times by which one of our engineers will physically respond to an issue raised by a customer. Response times differ relative to the specific SLA and the severity level of the issue raised.

Response Time
Standard
Silver
Gold
Severity 1
4 hours 4 hours 1 hours
Severity 2
1 business day 1 business day 2 hours
Severity 3
2 business days 2 business days 1 business day
Severity 4
4 business days 4 business days 2 business days

IOTech understands the need to resolve high severity issues in the most timely manner. IOTech’s customers are often large organizations running mission critical system and operations that are sensitive to any disruption.  IOTech will assign an engineer to continually work on a higher severity issue until the issue is resolved, as detailed below:

Severity 1
During business days
Severity 2
During business days
Severity 3
Scheduled for next available maintenance slot
Severity 4
Scheduled for next available maintenance slot

For problems that cannot be resolved normal time schedule, IOTech has a priority-based problem escalation process that can be used by customers to increase the priority of an issue so that additional expert resources can be allocated to enable its resolution.


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IOTech Systems - A software foundry that helps drive IoT innovation, global adoption, market velocity and scale at the edge

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