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 Bronze, Silver and Gold levels, and Isode can also build custom support packages upon request. The following table summarizes the support features of the three standard packages.
|Maintenance||Access to all major, minor and update releases||Access to all major, minor and update releases||Access to all major, minor and update releases|
|Problem submission||self-service portal, mobile app and email||self-service portal, mobile app, email and telephone||self-service portal, mobile app, email and telephone|
|General Assistance||Basic help with product and configuration||Basic help with product and configuration||As agreed with customer|
|Priority 1 response||Within 1 working day||Within 4 working hours||Within 4 working hours|
|Priority 2 response||Within 2 working days||Within 1 working day||Within 4 working hours|
|Priority 3/4 response||Within 3 working days||Within 2 working days||Within 1 working day|
|Priority setting||We set the priority||You set the priority||You set the priority|
These support packages come with coverage in UK office hours (9:00-17:00), excluding Public Holidays in England & Wales. For the Silver and Gold packages Isode also offers a 24x7 support add-on option to support critical (priority 1) failures outside of UK office hours.
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.