Attention! iSymphony v2.x has been End of Life'd as of May 2015. This version is no longer supported or maintained. iSymphony v3 is supported and maintained. Please review the Licensing and Purchasing FAQ for more details.

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Support Overview

i9 Technologies’ Professional Support Services for iSymphony offer world-class SLA exclusively to iSymphony Enterprise Edition subscriber for the ongoing success of your iSymphony implementation.

Our support plans cover the iSymphony core product. For i9 Technologies’ professional services clients, our support plans also cover any contractual deliverables with a iSymphony site deployment. 

i9 Technologies’ Professional Support Services is available to maintenance subscribers only.
To gain access to i9 Technologies’ Support Services, contact us for maintenance purchasing and pricing.

Support Scope

iSymphony Installation and downloads
Support for installation includes best practice recommendations for server environment, fresh installations of iSymphony or troubleshooting of existing installations and downloads.
iSymphony Usage issues
Our expert iSymphony consultants can help you make the most of iSymphony and answer any "how to" questions from permission setup to advanced queue functionality.
Basic configuration issues
If you’re having any issues with configuration, we can help you configure iSymphony so it’s setup correctly.
Troubleshooting, Bug Fixes and Escalation
This includes the diagnosis and in most cases, the resolution of any functional or visual issues in the iSymphony Core product.
Not included in our support plans:
  • Code Development
  • Development Support
  • Optimization and Performance Tuning
  • Custom Extensions
  • Custom Interfaces
  • Custom Configuration
  • Core Product Upgrades
  • Data Migration
  • Best Practices Recommendations

Assistance for the items above is available through our Professional Services or a Consulting engagement.

 

Support Details

  Gold Plan Platinum Plan
Benefits
Quarterly Webinars Discussing Product Direction Included Included
Support Cost Included Additional 20%
Problem Resolution
Number of Included Support Incidents* Unlimited Unlimited
Ticket Submission 24 x 7 x 365 24 x 7 x 365
Phone Support Access for P1 issues Included Included
WEB Ticket Response Time Up to 1 business day 24 Hours
Phone Support Hours M-F 08:00–17:00 MT 24 hours
Telephone Response Time P1-P2 Issues* Up to 4 business hours Up to 2 hours

* Incident: Support incidents, as specified in the SLA plan, can be exercised at any time during the subscription period to receive support for an iSymphony implementation. Contact us via the customer support portal or by phone about any of the services within the Scope of Coverage.


Support for the free Lite Edition is available in the following community outlet: