Support
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.
