Intellitactics Technical Assistance
Intellitactics Technical Assistance is available via telephone, email and the Customer Center. There’s never a limit to the number of individuals from your organization who can request support or the number of trouble tickets or incidents that a customer may report at any given time.
Standard SupportHours: 8:00 – 20:00 Monday to FridayWith the exception of federally recognized holidaysNorth American Toll Free: |
Emergency SupportHours: 24/7 - 365North American Toll Free: |
Premium SupportHours: 8:00 – 20:00 Monday to FridayWith the exception of federally recognized holidays24/7 - 365 telephone support for severity level 1 issues.North American Toll Free: 1-888-415-9991 |
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Severity Levels
Severity 1 - Critical Business Impact: Product issue causing complete loss of service. Severity 1 issues are reserved for issues in production.
Severity 2 - Major Business Impact represents one of the following: A product issue causing significant impact to the business or agency mission; important sub-component of product not functioning, or intermittently functioning; serious degradation in performance of system.
Severity 3 - Minor Business Impact represented by one or more secondary functions of system not functioning: manifesting as minor performance degradation; functionality loss not critical to business or agency.
Severity 4 - Low Business Impact: Represents Issues or questions not critical to the overall mission of the client.
| Severity | Client Update Frequency | Workaround | Formal Resolution Method | Escalate To Engineering | Worked by Intellitactics |
|---|---|---|---|---|---|
| 1 | As Needed | ASAP | Patch | Within 4 hours | Until resolved |
| 2 | As Needed | ASAP | Patch or Hot Fix | Within 8 hours | Normal Support Hours |
| 3 | 3 Business Days | As Available | Candidate for Next Release | Fix Process | Normal Support Hours |
| 4 | Weekly | As Available | Candidate for Next Release | Fix Process | Normal Support Hours |