Support agreements
As an iCore customer, we want you to feel that you always get the help you need. Since our customers have varying requirements, we offer the following support agreements:
SLA Standard
- Access to support via phone, email, or remote connection, weekdays from 08:00 to 17:00 (CET).
- Guaranteed support response within eight hours from the initial notification.
- Access to iCore's support website and knowledge database.
- Operational support including system and infrastructure monitoring.
SLA Professional
This support agreement covers the offerings in the Standard agreement with the following additions:
- Guaranteed support response within four hours from the initial notification.
SLA Business
This support agreement covers the offerings in the Professional agreement with the following additions:
- Access to support via phone, email, or remote connection, weekdays from 06:00 to 20:00 (CET).
SLA Enterprise
A customized support agreement for customers with very high demands on availability, and handle large data volumes and business-critical processes in real-time.
Under the terms of this agreement, you can have access to support 24/7.