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Support Packages and Service Level Agreements (SLAs)

Support Packages and Service Level Agreements (SLAs)

  Issue Priority Initial Response Time (IRT) Target Solution Determination (TSD)1 Target Solution Implementation (TSI)1

Concierge Elite
$300/month

Concierge Elite is the flagship of our support package offerings, with the widest availability of support resources and including up to $300 of billable time per month. Suitable for mission-critical operations.
Priority 1 Within 4 hours, 24x7 Within 24 hours of INNO initial response ASAP after TSD
Priority 2 Within 8 business hours, 9am-5pm Pacific time. Within 1 business day of INNO initial response Within 3 business days of TSD
Priority 3 Within 3 business days Prior to the next Product Release TBD according to the nature of the issue

Concierge Premium
$200/month

Concierge Premium is our median support package offering, which includes support availability on weekends for critical issues, and up to $200 of billable time per month.
Priority 1 Within 4 business hours, 9am-5pm Pacific Time, 7 days/week excluding holidays Within 1 day of INNO initial response, excluding holidays ASAP after TSD
Priority 2 Within 1 business day Within 3 business days of INNO initial response Within 3 business days of TSD
Priority 3 Within 3 business days Prior to the next Product Release TBD according to the nature of the issue

Concierge
$125/month

Our standard Concierge support package includes support availability during regular business hours, and up to $100 of billable time per month.
Priority 1 Within 4 business hours, 9am-5pm Pacific Time, Monday to Friday excluding holidays Within 1 day of INNO initial response, excluding weekends and holidays ASAP after TSD
Priority 2 Within 2 business days Within 3 business days of INNO initial response Within 5 business days of TSD
Priority 3 Within 5 business days Prior to the next Product Release TBD according to the nature of the issue

1Timeframes listed are estimates only. All reasonable efforts will be undertaken to meet or beat these timeframes; however, TSDs and TSIs are not guaranteed to be delivered within these timeframes.

Support Priority Levels

Support Priority Levels

  Definition Contact Methods
Priority 1
Critical Issues
The website is inoperable:
  • The system is down
  • System security is compromised
  • Data loss
  • Severe data integrity or concurrency issues
  • Critical processes are not functioning

*** All critical issues must be initially reported by phone! ***

Priority 2
Major Issues
The website is operational, but operations are substantially disrupted:
  • User productivity is impeded
  • There is no apparent workaround
Priority 3
Minor Issues
Enhancement Requests
The website is operational:
  • User productivity is impaired
  • Performance is degraded
  • The issue does not require immediate attention
  • Usability requests
  • Changes and additions to website content
  • Training or Information requests
  • New or enhanced functionality requests