⏳ITRS Support Offerings & SLAs

Overview

ITRS provides structured support plans designed to meet the operational requirements of enterprise environments.

All support services are delivered by our international Product Support Team - experienced specialists with deep industry and product knowledge as well as a strong commitment to service quality and operational continuity.

🧩 Support Plans

ITRS products are available with two support tiers:

• Standard Support

• Weekend Support (Add-On)

If you are an existing customer and would like to upgrade to Weekend Support, please contact your Account Manager.

📊 Plan Comparison

🕘 Support Hours

Support is provided during regional working hours:

09:00 – 17:00 (local office time)
From the following ITRS locations:

• Manila

• Hong Kong

• Reading

• London

• New York

Weekend Support applies only on Saturdays and Sundays and is limited to Level 1 support, as defined under ITIL service management principles.

🎯 Service Levels

Initial Response Targets

• Standard Support: 2 working hours

• Weekend Support: 4 working hours

Response time refers to the initial engagement from a support engineer and not final resolution.

All cases are prioritised according to business impact and severity classification.

🖥 Remote Assistance

Where appropriate, ITRS may provide remote assistance using:

• Webex

• Microsoft Teams

• Other client-approved screen sharing tools

Remote sessions are offered at the discretion of ITRS technical staff where this is considered the most effective resolution path.

Please note:

• ITRS staff will not take control of client systems.

• Clients must provide appropriately skilled personnel to manage system control during diagnosis.

📦 Product Updates & Enhancements

Access to upgrades, updates, extensions, and product enhancements is governed by the terms of the applicable subscription or maintenance agreement.

📌 Effective Date

The support model described above has been in effect since 1 October 2019 and applies to all relevant ITRS products unless otherwise stated in contractual documentation.