Messaging and Directory Server software used around the world in the Government, Military, Aviation and Commercial sectors.
Isode provides a full set of services to enable customers to get maximum value from its products.
Support Services
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. Cover is also offered for extended hours and 24x7.
Professional Services & Consulting
Isode offers professional services to install and configure M-Vault and M-Switch. 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.
Training
Isode has training courses for M-Vault and M-Switch. We offer standard or customized courses on these products, in London or on site at your company.
Support Service Details
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, given 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.
| Feature | Standard | Silver | Gold |
|---|---|---|---|
| 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 |
| Configuration help | Help with initial and ongoing basic configuration | Help with initial and ongoing basic configuration | Help with advanced configuration and APIs |
| 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 and 4 response time | 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 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 Isode support details page provides further information on the Isode support services.
