Support

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, as well as an innovative Process Assurance Testing Service.

Support Services Overview

Development support is offered with a single Service Level Agreement. Production support is offered at three levels:

• Silver: get professional support within a tight budget.
• Gold: receive the best support within regular business hours.
• Platinum: 24x7 support, immediate access to Intalio's engineers.

These services apply to Intalio|BPMS. Please refer to this page for Intalio|Jetty.

* For contracts lasting at least one year.

Development Support

This 3 months program supports customers during development and offers:

• Development license for Intalio|BPMS Enterprise Edition
• Right to deploy on any Intalio certified platform
• Limited to development environment
• Source code, with rights to modify and extend
• 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 6,000.00 (USD/EUR) for 3 months

Silver Support

This entry level 1 year program supports customers in production and offers:

• Permanent license for Intalio|BPMS Enterprise Edition
• Right to deploy on any Intalio certified platform
• Source code, with rights to modify and extend
• 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 9,500.00 (USD/EUR) per year

Gold Support

This mid-level 1 year program supports customers in production and offers:

• Permanent license for Intalio|BPMS Enterprise Edition
• Right to deploy on any Intalio certified platform
• Source code, with rights to modify and extend
• 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 20,000.00 (USD/EUR) per year

Platinum Support

This advanced 1 year program supports mission-critical deployments and offers:

• Permanent license for Intalio|BPMS Enterprise Edition
• Right to deploy on any Intalio certified platform
• Source code, with rights to modify and extend
• 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|BPMS Enterprise Edition
• Access to advanced developer documentation (Wiki)
• Access to Intalio's Engineering & QA blog

Process Assurance Testing Service

The Process Assurance Testing Service is a recent addition to our services offering. Here is how it works:

• Customers give us their processes, along with any service stubs so there are no external dependencies.
• Our engineers test the processes against every release build of Intalio|BPMS.
• Any regression issues that are revealed are then fixed by Intalio before the build is actually released.

What is the value to customers?

• Get direct assurance that a software upgrade is safe for production deployment.
• Learn in advance if your current systems configuration will perform well with the new release.
• Save time when deploying new releases.

Please Contact us for more information.