Support
Maintenance and support are offered at four different levels: Development, Silver, Gold, and Platinum. Service Level Agreements are designed to give you optimum support at the level you need.
Intalio offers several Service Level Agreements to meet all customer needs, from inexpensive developer assistance to 24x7 support for the most demanding mission-critical deployments. Production support is offered at three levels:
- Silver: get professional support within a tight budget.
- Gold: highest support within regular business hours.
- Platinum: 24x7 support, immediate access to Intalio's engineers.
| Development | Production | |||
|---|---|---|---|---|
| Silver | Gold | Platinum | ||
| Term | 3 months | 1 year | 1 year | 1 year |
| Days | M-F | M-F | M-F | 365 days |
| Hours of Operation | 9am-5pm | 9am-5pm | 9am-5pm | 24 hours |
| Response Time | 2 bus. days | 1 bus. day | 4 hours | 2 hours |
| Maximum Support | Unlimited | Unlimited | Unlimited | Unlimited |
| Automatic Updates | No | Yes | Yes | Yes |
| Correction of Errors | No | No | Yes | Yes |
| Enterprise License | Temp. | Perpetual | Perpetual | Perpetual |
| Source Code | Yes* | Yes | Yes | Yes |
| Operations Network | Yes | Yes | Yes | Yes |
| Indemnification | No | No | Option | Option |
| Starting Price ($/€) | 5,000.00 | 7,500.00 | 15,000.00 | Call us |
* for contracts lasting longer than 1 year.
Development Support
This 3 months program supports customers during development and offers:
- Development license of Intalio Enterprise Edition
- Right to deploy on any Intalio certified platform
- Limited to development environment
- Source code, with rights to modify and extend it
- 1 named account for the Intalio Operations Network
- Contact through the Intalio Operations Network
- Monday-Friday | 9am-5pm local time zone | 2 business days response time
- Unlimited number of questions/tickets
- Starts at 5,000.00 (USD/EUR) for 3 Months
Silver Support
This entry-level 1 year program supports customers in production and offers:
- Permanent license of Intalio Enterprise Edition
- Right to deploy on any Intalio certified platform
- Source code, with rights to modify and extend it
- 1 named account for the Intalio Operations Network
- Contact through the Intalio Operations Network
- Monday-Friday | 9am-5pm local time zone | 1 business day response time
- Unlimited number of questions/tickets
- Automatic software updates
- Starts at 7,500.00 (USD/EUR) per Year
Gold Support
This mid-level 1 year program supports customers in production and offers:
- Permanent license of Intalio Enterprise Edition
- Right to deploy on any Intalio certified platform
- Source code, with rights to modify and extend it
- 2 named accounts for the Intalio Operations Network
- Contact by email, phone, or through the Intalio Operations Network
- Monday-Friday | 9am-5pm local time zone | 4 hours response time
- Unlimited number of questions/tickets
- Automatic software updates
- Correction of errors
- Indemnification option
- Starts at 15,000.00 (USD/EUR) per Year
Platinum Support
This advanced 1 year program supports mission-critical deployments and offers:
- Permanent license of Intalio Enterprise Edition
- Right to deploy on any Intalio certified platform
- Source code, with rights to modify and extend it
- 2 named accounts for the Intalio Operations Network
- Contact by email, phone, or through the Intalio Operations Network
- Private escalation phone number, designated upon subscription
- 365 days | 24x7 | 2 hours response time (1 hour by phone)
- Unlimited number of questions/tickets
- Automatic software updates
- Correction of errors
- Indemnification option
- Contact us for pricing
Intalio Operations Network
The Intalio Operations Network is restricted to subscription customers and offers:
- Direct interactions with Intalio's support team
- Regular updates on open tickets
- Access to software updates and patches
- Access to preview releases of Intalio Enterprise Edition
- Access to advanced developer documentation (wiki)
- Access to Intalio's Engineering & QA blog
Latest Press Release
Intalio to Join Finalization Task Force of Business Process Modeling Notation 2.0 Specification
February 2, 2010Copyright © Intalio, 1999-2010.