Support

Support

InSync considers support and maintenance as an important part and parcel of life-cycle management of your automation solution. InSync offers two flavors of maintenance support to suit your business needs. Selecting appropriate support level depends on business criticality of your network automation application and SLA requirement.

8x5 Gold Support

8×5 Gold support is best suited if your deployment is an essential service that impacts business hour operations. Customers who opt for Gold support has a higher tolerance window than customers who go for Premium support. Standard support SLAs for Gold support will be as follows.

Support availability: 8×5

Technical support over phone/e-mail: 8×5

Response time over phone: Immediate

Response time over e-mail: 2 hours

Technical support over remote: 8×5

Technical support over remote: < 4 Hours

On-site availability*: Yes

On-site response time*: NBD

Quarterly Reviews: No

Minor version upgrades: No

Bug fixes, patch updates: Yes

*Where applicable only, either direct or through partners

24x7 Premium Support

24×7 Premium support is best suited if your deployment is mission critical and you are bound by strict SLAs with your stakeholders. If your operation is around the clock, or if the automation use-case has an impact around the clock, 24×7 support would be required. Support SLAs will be as follows.

Support availability: 24×7

Technical support over phone/e-mail: 24×7

Response time over phone: Immediate

Response time over e-mail: 2 hours

Technical support over remote: 24×7

Technical support over remote: < 2 Hours

On-site availability*: Yes

On-site response time*: NBD

Quarterly Reviews: On-demand

Minor version upgrades: Yes

Bug fixes, patch updates: Yes

*Where applicable only, either direct or through partners

Support Contacts

Support e-mail

support@insyncit.net

Support Phone

+94773 402 276 | +94714 120 688