Page Comparison

chatting

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Troubleshooting via remote access

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Get Help / Ask Questions

Get help for configuring Interworks Cloud Platform

Critical

Getting help for issues that are critical for you business

Business hours

Response time: 1 business day

09:00 - 22:00 GMT+2 (weekdays)

Response time:4 hours 

24x5

Response time:4 hours

Major

Getting help for issues that have moderate business impact

business hours

Response time: 2 business day

business hours

Response time:4 hours

09:00 - 22:00 GMT+2 (weekdays)

Response time:4 hours

Minor

Getting help for issues that have minimal impact for your business

business hours

Response time: 3 business days

business hours

Response time:1 day

09:00 - 22:00 GMT+2 (weekdays)

Response time:1 day

Troubleshooting

For issues they prevent your customers for using Interworks Cloud Platform or affect their productivity

Critical
Events that prevent you from provisioning the services to your customers or generating your billing records via Interworks Cloud Platform

Workaround: a workaround will be applied for critical issues if it is feasible

09:00 - 22:00 GMT+2 (weekdays)

Response time: 4 hours
 

24/5

Response time: 4 hour
Target workaround time: 2 days

24/7

Response time: 2 hour
Target workaround time: 1 day

Major:
Events that affect the productivity of users but have moderate business impact, but an acceptable workaround exists.

Available: business hours

Response time: 1 business day

09:00 - 22:00 GMT+2 (weekdays)

Response time: 4 hours

24x5

Response time: 4 hours 

Minor:
Events that have minimal service or productivity impact on the business, but an acceptable workaround exists.

Available: business hours

Response time: 2 business days

business hours

Response time: 1 business day

09:00 - 22:00 GMT+2 (weekdays)

Response time:1 business day

Services

The following services are subject to out-of-the-box features. The response is within 3 business days

Hours are not transferable, if not consumed within the month

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5h / month

10h / month

25h / month

Extra hours

Prepaid packages of 5 and 10 hours are available.

These hours can be consumed within six months

extra hours can be purchased  

extra hours can be purchased  

extra hours can be purchased  

List of supported services

• Upgrade to the latest Release (applies to on premise customers)

• Configuration guidance and performance troubleshooting (applies to on premise customers)

• Training for new users

• Custom Reports

• Custom notifications

• Basic Storefront customizations (logo changes, color palette changes, advanced CSS rules, or use of javascript)

• Administrative jobs - whatever a BSS administrator can do (reconciliation is excluded)

• Development involvement for batch updates not supported by interface