Service & Support Terms

Service Level Terms

The Services shall be available 99.9% monthly, excluding holidays and weekends and scheduled maintenance.  If the Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance.  Further, any downtime resulting from outages of third-party connections, utilities, or other reasons beyond the Company’s control will also be excluded from any such calculation.


Support Terms

The Company will provide Technical Support to the Customer via the Help Desk Hotline, Intely Support site, and electronic mail ([email protected]) on weekdays during the hours of 7:00 am through 5:00 pm Central Time, with the exclusion of Federal Holidays (“Support Hours”).

The Customer may initiate a helpdesk ticket during Support Hours by visiting the support located at, calling the helpdesk hotline at (833) 446 – 8359, or any time by emailing [email protected].

Support services may be requested anytime, with a response expected during regular business hours based on the SLAs listed below.  For Severity 1 and Severity 2 incidents, the Company shall provide diligent and continuous support from the initiation of its response until the issue is resolved.



Response Time

Severity 1 - Critical Impact

The issue requires immediate attention and has a severe impact on system use.

4 business hours

Severity 2 - High Impact 

The issue requires immediate attention but does not impact workflow or system use.

8 business hours

Severity 3 - Moderate Impact 

The issue does not require immediate attention but must be resolved urgently.

12 business hours 

Severity 4 - Minor Impact 

The issue does not have an immediate impact or is an enhancement request.

16 business hours