Isode provides a full set of services to enable customers to get maximum value from its products.
Isode offers a full range of support services for both end users, OEMs and distributors. End user support is offered at standard, silver and gold levels, and Isode can also build custom support packages upon request. We offer a range of support packages for our products:
- Standard Support gives access to all maintenance and major release made for the supported products, during the support period. Standard support gives core support services and email submission.
- Silver Support extends the services offered under standard support, giving broader and improved service levels and adding telephone support.
- Gold Support further extends the support service of Silver. Gold support may also be used as a basis for defining custom support arrangements, for customers who have special support requirements.
The following table summarizes support level features and differences for these three levels.
|Maintenance||Access to all maintenance and major releases||Access to all maintenance and major releases||Access to all maintenance and major releases|
|Problem submission||email and telephone||email and telephone|
|Number of submissions||unlimited||unlimited||unlimited|
|General Assistance||Basic help with product and configuration||Basic help with product and configuration||As agreed with customer|
|Customer contact points||1||2||6|
|Priority 1 response time||1 working day||4 working hours||4 working hours|
|Priority 2 response time||2 working days||1 working day||4 working hours|
|Priority 3 & 4 response times||3 working days||2 working days||1 working day|
|Problem priority setting||Isode||Customer||Customer|
These support packages come with coverage in UK office hours (9:00-17:00). We have been very effective at supporting customers around the world from a UK base.
For the Silver and Gold packages, Isode also offers two add-on options to support critical (priority 1) failures beyond the hours that come with the basic packages:
- Extended Hours gives coverage from 8:00 until Midnight on working days.
- 24x7 Support gives full coverage.
The supported releases page explains which Isode product releases are supported.
The primary goal of Isode's support packages is to provide product maintenance and to deal with operational problems (support incidents). Details of services relating to support incidents are described on the support details page.
Isode will also provide some general assistance and help with the Isode products as a part of the support package. Some customers may also wish to supplement this with Training and Professional Services purchased from Isode or to define custom levels of assistance as part of a Gold support package.
Professional Services & Consulting
Isode offers professional services to install and configure M-Vault, M-Switch, M-Box and M-Link. This ranges from full installation, to providing you with assistance, while you do the install. Isode also offers services and additional cover to help you with upgrades. We can work remotely or locally on site with you. Isode also provides consulting on areas related to its product.
Isode has training courses for M-Vault, M-Switch, M-Box and M-Link. We offer standard or customized courses on these products, in London or on site at your company.