Support

IConduct – Global Support at your service
Let us help you anytime anywhere with our outstanding global support

Support is available during business hours in the Time Zone where you purchased your licenses and with the following regional coverage:

  • North America
  • EMEA

Contact our Support by one of the following methods:

Learn more about our Support packages: Basic, Gold, and Platinum

Basic

Gold

Platinum

Support Package
  •    Description
  •    Response Time
  •    Support Hours
  •    24*7 Global Phone Support
  •    Local Time Zone Phone
       Support
  •    Email Support
  •    Number of Support Incidents
       (per year)
  •    Cost

Basic
  • Basic support is included at no charge with all
    IConductCloud subscriptions
  • Severity 1: 4 hours 24*7¹
    Severity 2-3: 2 workday²
  • 5*9
    Defined by region³
  • 15

Gold
  • Gold support is available for Professional, Enterprise, or Premium customers
  • Severity 1: 4 hours 24*7¹
    Severity 2-3: 2 workday²
  • 5*24
    Defined by region³
  • 30
  • 25% of the total annual subscription price

Platinum
  • Platinum support is available only to Enterprise and Premium customers
  • Severity 1: 4 hours 24*7¹
    Severity 2-3: 4 Business Hours²
  • 7*24
    Defined by region³
  • Unlimited
  • 35% of the total annual subscription price

  • Service Level and all terms are subjected to Service Level Commitment IConduct Cloud Services document
  • All Packages require an annual contract & payment.

¹ For 24*7 support center definitions please refer to Section VI: Support at Service Level Commitment IConduct Cloud Services.

² For Severity and Service Level definitions please refer to Section VII: Service Level at Service Level Commitment IConduct Cloud Services.

³ Regional coverage - North America and EMEA only.

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