The following support models will be in effect for ITRS clients from mid September 2019 (TBC).
All of our support plans are delivered by our International Technical Team who posses extensive industry experience and pride themselves on providing comprehensive support to ensure that everything performs the way you expect it to.
ITRS Group products are available with Standard and Weekend support, if you are a existing customer who wishes to upgrade your plan to Weekend Support, then please contact your account manager.
|Product Support||Standard Support||Weekend Support|
|Number of Incidents||Unlimited||Unlimited|
|Number of Named Contacts||Unlimited||Unlimited|
|Support hours *||Mon-Fri||Sat - Sun|
|Initial Response Time||2 hours||4 hours|
|Online Self-help Resources||√||√|
|Online case submission||√||√|
|Phone technical support||√||√|
|Remote Assistance †||√||√|
* Support times are 09:00 am-17:00 pm (working hours) from the following listed regional offices: Manila, Hong Kong, Stockholm, London and New York. Please note that 24/7 support outside those times are Level 1 Support as defined in ITIL.
† Remote assistance is provided via Webex or client approved screen sharing tools. ITRS technical staff will determine if this is the best method of resolving issues. ITRS staff will not control the remote machine and the client is expected to provide skilled staff to aid in control and diagnosis of issue.
Access to upgrades, updates, extensions, enhancements are in accordance with the subscription service.