Isode Support

Find all the Documentation, Updates and General Support for Isode Server and Client Products.

Support Packages

Isode offers a full range of support services for end users, OEMs and solution partners. Support is offered at Bronze, Silver, Gold levels, plus custom packages on request.

Bronze

Best suited for non-vital projects or back-up/test systems.

  • Monday to Friday (9:00am - 17:00pm) support
  • Self Service Portal incident support
  • Mobile App incident support
  • Email incident support
  • Basic help with product and configuration
  • Under 1 day support response time for first priority tickets
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Recommended

Silver

Our most popular option, providing a balance between costs and support requirements.

  • Monday to Friday (9:00am - 17:00pm) support
  • Telephone incident support
  • Self Service Portal incident support
  • Mobile App incident support
  • Email incident support
  • Basic help with product and configuration
  • Under 4 hour support response time for first priority tickets
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Gold

Best suited for projects that require quick responses and dedicated support staff.

  • Monday to Friday (9:00am - 17:00pm) support
  • Telephone incident support
  • Self Service Portal incident support
  • Mobile App incident support
  • Email incident support
  • Custom support on products and configuration
  • Under 4 hour support response time for first priority tickets
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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.

 

Feature Bronze Silver Gold
Incident submission Self-Service Portal
Mobile App
Email
Telephone
Self-Service Portal
Mobile App
Email
Telephone
Self-Service Portal
Mobile App
Email
General Assistance Basic help with product and configuration Basic help with product and configuration As agreed with customer
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 time < 3 working days < 2 working days < 1 working day
Priority Setting Isode You You

Incident Categories

Support incidents are categorized into one of four priorities

Priority 1

Critical

Total system outage or failure preventing processing the majority of traffic on a production system.

Priority 2

Serious

Serious incident on production system, causing frequent failures and business impact.

Priority 3

Moderate

Other incident on production, development or test system which has some service or business impact.

Priority 4

Informational

Incident that does not have service or business impact.

For each support incident, Isode aims to get to a relief state (return of your system to operation) as part of the initial response. Our target is to get to the relief state in 90% of incidents within three times the response time. The elapsed time does not include periods where Isode is waiting on you to provide further information to help resolve the incident.

In our experience, a full resolution of the incident occurs at the same time as relief for a large majority of incidents. For the remaining incidents, resolution requires a product change which will be provided as follows:

  • Updates to resolve incidents of all priorities will be made available in future product releases, and resolution may be achieved by upgrade to a new release.
  • For priority 1 and priority 2 incidents for which there is no effective relief without a product update, a “hot fix” (patch) may be provided, for example when this can be done more quickly than providing an update version.
  • A priority 3 incident found on a test or development system that would be expected to lead to priority 1 or priority 2 incidents on a current or planned deployment will be treated in the same manner as priority 1 and priority 2 incidents.
  • For priority 1 and priority 2 incidents for which there is no effective relief without a product update, Isode will provide a new version of the release affected by the incident where this can be achieved by reasonable effort from Isode and where the change does not introduce risk of instability in the release (e.g., because of extensive code change).

When it comes to providing support for your projects, there is a lot that we can offer to make sure that you are getting the most out of the products you purchase from us.

If you need help getting setup we can provide professional services and on-site support visits, as well as training for individuals or groups so that your team knows the ins and outs of every bit of Isode software.

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Frequently Asked Questions

If you can’t find what you’re looking for check out our FAQ page, which covers topics on our Products, Support, Licencing and more.