IREX Support policy
Technical support is available for IREX deployments that meet the hardware requirements listed in product documentation.
What technical support includes
Standard Support vs Premier Support
The Standard Support is included in the subscription in accordance with the Agreement.
The Premier Support is provided by the Company at an additional fee to be mutually agreed by the Parties
What technical support includes
- Communication with IT administrators deploying and managing IREX
- Assistance with issues during installation
- Assistance with issues during upgrades
- Guidance around implementation and configuration
- Assistance identifying and troubleshooting problems in systems
- Identifying and creating appropriate bug reports
- Support in languages other than English
- Support for end users
- Support for organizations without a valid IREX subscription
- Development questions or requests
- Third party integrations, installers, images and plug-ins
- Remote administration
- Support for IREX server releases other than the latest official release or the previous major build release.
- Professional services including: Security system design, Hardware and network administration, Custom integrations and UX customization
Standard Support vs Premier Support
The Standard Support is included in the subscription in accordance with the Agreement.
The Premier Support is provided by the Company at an additional fee to be mutually agreed by the Parties
* Business day coverage is from Monday to Friday, 8am to 4pm Central European Time (UTC+2).
** Weekend coverage is available for L1 and L2 issue escalations and begins Fridays at 4pm and ends Mondays at 8am Central European Time (UTC+2)
Premier Support key benefits & details
Mission Critical Response L1 – 60 minutes, L2 – 120 minutes – Critical and major issues impacting production environments receive top priority from the IREX support team.
Weekend coverage – Premier Support customers receive weekend support for L1 and L2 escalations.
Direct access to senior support team – Premier Support tickets are responded to by senior support engineers with advanced technical and soft skills to help customers with complex environments and mission critical needs.
Development team priority – Priority is given to issues from Premier Support customers escalated to the development organization for assistance or fixes.
Screen-sharing, collaboration phone calls, and health checks – Premier Support customers can reduce time to resolution by working with the IREX support team over phone or audio conference and screen-sharing sessions to isolate, identify and troubleshoot critical issues.
Installation and deployment advisory – We’ll support your team in properly installing and piloting your deployment.
Account on-boarding – Our team works with you during a series of on-boarding discussions to ensure we have your detailed environment information available about your deployment before your first ticket is filed, reducing overall resolution times, questions, and delays for each follow-on issue.
Potential to influence product roadmap and prioritization decisions – With privileged access to senior support staff and members of the IREX product team, the IREX product roadmap is often influenced by Premier Support customers.
Licensing – Premier Support includes licensing for up to 2 standalone non-production environments.
Support response Service Level Agreements:
While IREX attempts to respond to all issues in a timely manner, issues that hurt our customers’ production applications (i.e. Level 1, Level 2) take priority. “Production” is defined as an instance of IREX software actively used by the customer’s business users, it does not include testing systems or production staging systems or environments.
Level 1
Urgent Business Impact – Urgent issue on production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available.
Characteristics:
System hangs or crashes, critical functionality not available, data loss or data corruption, large number of end users blocked from work. Impact escalating quickly.
Response time:
Premier Support: 1 hour.
Standard Support: 4 hours.
Level 2
High Business Impact – Major issue on production system severely impacting business operations.
Characteristics:
Significant performance degradation, important functionality not available, small number of users blocked from work, impact is escalating.
Response time:
Premier Support: 2 hours.
Standard Support: 8 hours.
Level 3
Normal Business Impact – Normal issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
Characteristics:
Some system functions not available, minor performance degradation, small number of users impacted, impact is not escalating.
Response time:
Premier Support: 8 hours.
Standard Support: 16 hours.
Level 4
Low Business Impact – Low issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
Characteristics:
Incorrect product behavior without impact, or product question or enhancement.
Response time:
Premier Support: 24 hours.
Standard Support: Next business day.
** Weekend coverage is available for L1 and L2 issue escalations and begins Fridays at 4pm and ends Mondays at 8am Central European Time (UTC+2)
Premier Support key benefits & details
Mission Critical Response L1 – 60 minutes, L2 – 120 minutes – Critical and major issues impacting production environments receive top priority from the IREX support team.
Weekend coverage – Premier Support customers receive weekend support for L1 and L2 escalations.
Direct access to senior support team – Premier Support tickets are responded to by senior support engineers with advanced technical and soft skills to help customers with complex environments and mission critical needs.
Development team priority – Priority is given to issues from Premier Support customers escalated to the development organization for assistance or fixes.
Screen-sharing, collaboration phone calls, and health checks – Premier Support customers can reduce time to resolution by working with the IREX support team over phone or audio conference and screen-sharing sessions to isolate, identify and troubleshoot critical issues.
Installation and deployment advisory – We’ll support your team in properly installing and piloting your deployment.
Account on-boarding – Our team works with you during a series of on-boarding discussions to ensure we have your detailed environment information available about your deployment before your first ticket is filed, reducing overall resolution times, questions, and delays for each follow-on issue.
Potential to influence product roadmap and prioritization decisions – With privileged access to senior support staff and members of the IREX product team, the IREX product roadmap is often influenced by Premier Support customers.
Licensing – Premier Support includes licensing for up to 2 standalone non-production environments.
Support response Service Level Agreements:
While IREX attempts to respond to all issues in a timely manner, issues that hurt our customers’ production applications (i.e. Level 1, Level 2) take priority. “Production” is defined as an instance of IREX software actively used by the customer’s business users, it does not include testing systems or production staging systems or environments.
Level 1
Urgent Business Impact – Urgent issue on production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available.
Characteristics:
System hangs or crashes, critical functionality not available, data loss or data corruption, large number of end users blocked from work. Impact escalating quickly.
Response time:
Premier Support: 1 hour.
Standard Support: 4 hours.
Level 2
High Business Impact – Major issue on production system severely impacting business operations.
Characteristics:
Significant performance degradation, important functionality not available, small number of users blocked from work, impact is escalating.
Response time:
Premier Support: 2 hours.
Standard Support: 8 hours.
Level 3
Normal Business Impact – Normal issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
Characteristics:
Some system functions not available, minor performance degradation, small number of users impacted, impact is not escalating.
Response time:
Premier Support: 8 hours.
Standard Support: 16 hours.
Level 4
Low Business Impact – Low issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
Characteristics:
Incorrect product behavior without impact, or product question or enhancement.
Response time:
Premier Support: 24 hours.
Standard Support: Next business day.