Intorel Support Services | Monitoring and Control System

Support Services

Our Visionic engineers are skilled in M&C system GUI Design; Driver, Script and Macros developments with extensive experience in applying Visionic solutions (see also Consulting Services). In case you need assistance in using Visionic, you can contact our support team of Visionic engineers for help.

We offer assistance to resolve any installation or licensing problems. Whenever you require more extended professional help, for example using of specific Visionic functionalities, scripting or performance questions, you may wish to purchase one of our Support Agreements.

With such an Agreement, you are entitled to contact our support team for any kind of Visionic M&C development or related scripting/programming question.

How does it work?

Subscription to the annual service level support plan allows you to access numerous advantages and all you need to do is login using your using your user id and password before submitting service requests. Contact us for more information about Support Agreements.

Operation Hours

Normal support hours are 9am to 6pm Luxembourg time, business days. A 24×7 service level support option is available in addition to either service level package. More details and contact information here.

Get in contact with us

Use our contact form or give us a call and we will be happy to help you.

Support Description

Our service level subscriptions are tailored to meet your requirements. From small businesses to large industries, each service level is designed to allow you to choose the appropriate features and guarantees that you require.

	Business	Premium	Enterprise
Weekly coverage Luxembourg time zone	10am – 5pm Mon – Fri except holidays	9am – 6pm Mon – Fri except holidays	9am – 6pm Any day includes holidays
Tickets per Year	5	30	Unlimited
Max. Incident Priority	Major	Critical	Emergency
Min. Response Times	24 hours	8 hours	4 hours
Online Support	•	•	•
Guaranteed Times		•	•
VIsionic Training		•	•
Remote Support		•	•
Telephone Support		•	•
Cold Back-up Valid three months		•
Enterprise License (Visionic License with no lock features)			•
Custom Support			•
EOL coverage			•

Support Information

The response time is the time taken between you creating a ticket and our team starting work on the ticket. The guaranteed response time is linked to the priority of the service level ticket raised.

The resolution time is the time taken by Intorel to determine a suitable diagnosis for the ticket raised. The guaranteed resolution time is linked to the priority of the service level ticket raised.

A response may take the form of:
- alerting you that the support team has started investigating the ticket
- a request for further information

A resolution may take the form of:
- a suggested workaround
- confirmation of a known issue
- recommendation for further consultancy work

A quicker response and resolution time is guaranteed with higher priority service level tickets.

The service level support also offers guaranteed resolution times in relation to the priority of the service level ticket that you rise.

Guaranteed response and resolution times only apply to incident ticket types - while we aim to meet specific response and resolution times for questions, these times are not guaranteed. Questions are generally answered during normal business hours and will be raised on the Intorel forum.

The table below details the priorities and ticket type definitions available for each support level:

	Description	Ticket Type	Applicable SLAs
Trivial	A question which does not cause disruption. (ex. should I upgrade to the new version yet?)	Question	All service levels
Minor	A question which causes only minor disruption. (ex. a small drop in performance or functionality that can easily be worked around)	Question	All service levels
Major	An incident which causes medium disruption. (ex. an error is causing some loss of functionality or performance degradation)	Incident	All service levels
Critical	An incident which causes significant, but not serious, disruption or financial damage. (ex. there is a big problem with an application that is affecting many users)	Incident	Premium and above
Emergency	An incident which causes serious disruption or financial damage. (ex. complete loss of all application functionality affecting large numbers of users)	Incident	Enterprise only

Response Times

The table below details the guaranteed response times associated with the different priorities and service levels available.

Incident Ticket Response Times	Business	Premium	Enterprise
Weekly coverage Luxembourg time zone	10am – 5pm Mon – Fri except holidays	9am – 6pm Mon – Fri except holidays	9am – 6pm Any day includes holidays
Guaranteed times		•	•
Emergency *Fix now* - expedite			8 hours
Critical *Fix now* - urgent		16 hours	16 hours
Major *Fix later* - important	48 hours	24 hours	24 hours
Question Ticket Target Response Times	Business	Premium	Enterprise
Weekly coverage Luxembourg time zone	10am – 5pm Mon – Fri except holidays	9am – 6pm Mon – Fri except holidays	9am – 6pm Any day includes holidays
Minor *Fix later* - required	72 hours	48 hours	36 hours
Trivial Low priority questions	96 hours	72 hours	48 hours

Resolution Times

The table below details the guaranteed resolution times associated with the different priorities and service levels.

Incident Ticket Resolution Times	Business	Premium	Enterprise
Weekly coverage Luxembourg time zone	10am – 5pm Mon – Fri except holidays	9am – 6pm Mon – Fri except holidays	9am – 6pm Any day includes holidays
Guaranteed times		•	•
Emergency *Fix now* - expedite			16 hours
Critical *Fix now* - urgent		24 hours	24 hours
Major *Fix later* - important	96 hours	48 hours	48 hours
Question Ticket Target Resolution Times	Business	Premium	Enterprise
Weekly coverage Luxembourg time zone	10am – 5pm Mon – Fri except holidays	9am – 6pm Mon – Fri except holidays	9am – 6pm Any day includes holidays
Minor *Fix later* - required	144 hours	96 hours	50 hours
Trivial Low priority questions	192 hours	144 hours	72 hours

Tickets Requests

Tickets Request System

Tickets are used to measure the number and priority of service level tickets that can be raised against a service level contract. Each service level contract includes a fixed annual quota of tickets.

When raising a service level ticket, it is necessary to select an appropriate priority for the ticket. The selected priority indicates to our support team the importance and urgency of when a response/resolution is required.

It is possible to purchase more tickets when the standard quota has been used.

	Business	Premium	Enterprise
Tickets per year	5	5	Unlimited
Tickets cost	€3.300	€1.176	Free

Tickets expire, along with a service level subscription, after one year.

Tickets Refunds

While the support team will do their best to assist with the tickets that you raise, there may be cases where we miss the mark. In the unlikely case that the support team fail to meet the guaranteed response or resolution times, you will be refunded a number of tickets in respect of this failure.

One ticket will be refunded against any ticket for which we fail to meet the guaranteed response time.
One ticket will be refunded against any ticket for which we fail to meet the guaranteed resolution time.
One ticket will be refunded against any ticket for which we fail to meet both the guaranteed response and resolution times.

EOL Coverage

End of Life Policy

The term End of Life (EOL) refers to the point at which a software vendor no longer offers support for a particular version of their applications. As new versions of the applications are released, the software provider will normally stop supporting the older versions - the older versions have reached End of Life status.

Intorel supports major versions of its applications two years after the last minor iteration of that version was released. For example, Visionic 4 support will end on 8th of August 2012 (2 years after 4.98 was released).

Intorel EOL Service Level Coverage

Intorel extends its comprehensive service level support to cover Visionic software that has reached EOL status. This type of coverage is available for clients who hold a valid Enterprise Contract (Enterprise Response) with us. Under an Enterprise contract, versions of Visionic that have reached or are scheduled for EOL status can be supported according agreement with Intorel.

Getting Service Level Support for EOL versions

The normal process for engaging Intorel to provide EOL service level coverage begins with a general health check of your system. Our Intorel engineers will review your M&C station deployment and environment in order to determine how maintainable it is.

In some cases, corrective action (administered through paid consultancy work) will be required to ensure that the system can be maintained in a reliable and consistent manner.

However, in some cases, the only viable solution for issues on EOL applications/environments may be to upgrade to a later version.

Under an Enterprise contract, major versions of Visionic software are supported for 2 years after reaching the EOL status. With EOL Service Level Coverage Intorel guaranties that stations will function normally.

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