* Response times listed in Silver and Premium plans only apply to Severity Level 1 submissions made via the customer support portal.
Premium support subscriptions grant access to the following support services. Please note: Active maintenance and support is required in order to purchase a Premium support plan and access technical support.
Online Ticket Submission: Open a ticket for our technical support agents at https://my.intcis.com/account/submitticket.php.
Response Time: A technical support agent will be actively working on your case.
Live Chat Support: Engage live with a technical support agent using our chat feature on https://intcis.com/support.
Web Conference Support with Screen-Share: Speak with a technical support agent while showing them your issue in real time.
24×7 Support: A technical support agent will be available to respond to your support needs 24 hours a day, 7 days a week.
Live Event Support: Included with Silver and Premium Support! A dedicated support agent will be on call and will respond immediately to issues during the setup and scheduled time of your event. (Includes 3 hours of setup and 3 hours of monitoring during the event. Additional time may be purchased for $400/hour).
Hot Fixes: Special software patches will be created to fix your specific issue, if deemed necessary by our engineers. This is available only to customers running the latest version of OS and Application supported by IntCIS.
Dedicated Account Owner: You will receive an account manager who will be your direct contact at IntCIS and oversee your needs.
Severity and SLAs
Premium support subscriptions grant access to the following Premium services. Please note: Active maintenance and support is required in order to purchase a Premium support plan and access technical support.