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Ingenium delivers enterprise class technical support services that are included with all of our products. The support services include real time call in, call back, email, portal and phone delivery. Ingenium Software solutions are also backed by our respective manufacture’s global support centers that provide on-demand access to their expert team of support annalists and engineers. All of our customers, regardless of what support level you choose, have access to the Ingenium Support Portal, which includes software downloads and articles based on do-it yourself answers to our most common technical questions. Using the Ingenium Portal, Ingenium customers can:

  • Download the latest versions of our products
  • Find answers to commonly asked questions
  • Open new support tickets
  • Follow the status of an open ticket
  • Audit support tickets across your entire company

Access the Support Portal here.

Ingenium offers four levels of Technical Support:

Support Features                           Business Hour                          24×7                           Managed Service

US Based Support                          8am to 5pm EST                      365x24x7                    Defined SLA with designated support contacts for the engineers responsible for managing your system.

Target Response Time                  From 1 to 3 hours                     15 to 60 minutes       Defined SLA with a 15 minute average wait time. Most of our issues that are not code related are resolved within 2 hours.

Remote Support                             Included                                     Included                    Included

Root-Cause Analysis                      Included                                     Included                   Included, with log file assessment and development support from our manufactures.

Product Updates and Releases    Included                                     Included                   Included, with free services for installing new software releases and service hot fixes as they are needed.

24×7 Access to Ingenium Portal  Included                                     Included                   Included

Priority Queuing                             Not Included                             Not Included           Included

Loaner Hardware                           Not Included                             Not Included           Included

Emergency Fax Number               Not Included                             Not Included           Included on a pay per use model. Designed for emergency inbound fax services in the event of an outage or disaster.


Contact us today to discuss your solution