interworks.cloud Support Plans

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Troubleshooting via remote access

Get Help / Ask Questions

Get help for configuring Interworks Cloud Platform

Critical

Getting help for issues that are critical for you business

Major

Getting help for issues that have moderate business impact

Minor

Getting help for issues that have minimal impact for your business

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

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

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

Free Professional 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

Extra hours

Prepaid packages of 5 and 10 hours are available.

These hours can be consumed within six months

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