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.
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 support.intely.io, 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.
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