InContinuum Software offers Support services for end-user customers, reseller partners, and distributors who purchase software products licensed by InContinuum. Our Technical Support Engineers have broad experience in all aspects of the design and implementation of enterprise IT infrastructures. This extensive knowledge assures that our customers receive focused, expert service in support of their business objectives.

Whether it involves supporting a new environment, troubleshooting an existing one or rolling out upgrades, InContinuum Technical Support Engineers provide the expertise required to assure your project's success. Our team is available by telephone, e-mail, remote network access or on-site to meet the service levels agreed upon for your support level.

InContinuum maintains a test and demonstration laboratory environment where we can test most project configurations and simulate problem situations.

Support Levels

InContinuum offers two comprehensive levels of Support Services to customers: Standard and Premier.

Each support level has associated annual support fees that are payable for each contract year in which Support Services are provided. All Support Services are delivered per the terms and conditions set forth in the EULA. 

Standard Support

This support level is suitable for customers with who require support during normal business hours.

Features:

•  Hours of Support:  Monday through Friday, 8:00 a.m. to 6:00 p.m. Central European Time, except major holidays
  
  
• Software maintenance updates for one year - excluding any release, option or future product which InContinuum Software licenses separately
  
  
• 7x24 access to our on-line support problem registration system
  
  
• Response and acknowledgement of error resolution in accordance with the times published in the EULA

Premier Support

This support level is suitable for customers with who require support twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year, and those customers with Mission Critical applications.

Features:

• Hours of Support:  7x24x365 including major holidays
  
  
• Software maintenance updates for one year - excluding any release, option or future product which InContinuum Software licenses separately
  
  
• 7x24 access to our on-line support problem registration system
  
  
• 2-hour response time for all calls. Acknowledgement of error resolution in accordance with the times published in the EULA  

Error Correction Response Time & Problem Resolution 

View our table of error correction response time & problem resolution here

Support Services exceptions:

1. Installation and deployment of the CloudController software and its associated server and network platforms are not included in our Support Services.
   
   
2. Upgrades to new major release versions of CloudController are not included in our Support Services.These project types are executed by our Professional Services team under their then-current pricing
   
   
3. InContinuum does not provide technical support for 3rd party products