Support

Maintenance and support are offered at four different levels: Development, Silver, Gold, and Platinum. Service Level Agreements are designed to give you optimum support at the level you need.

Intalio offers several Service Level Agreements to meet all customer needs, from inexpensive developer assistance to 24x7 support for the most demanding mission-critical deployments. Production support is offered at three levels:

  • Silver: get professional support within a tight budget.
  • Gold: highest support within regular business hours.
  • Platinum: 24x7 support, immediate access to Intalio's engineers.


Development Production
Silver Gold Platinum
Term 3 months 1 year 1 year 1 year
Days M-F M-F M-F 365 days
Hours of Operation 9am-5pm 9am-5pm 9am-5pm 24 hours
Response Time 2 bus. days 1 bus. day 4 hours 2 hours
Maximum Support Unlimited Unlimited Unlimited Unlimited
Automatic Updates No Yes Yes Yes
Correction of Errors No No Yes Yes
Enterprise License Temp. Perpetual Perpetual Perpetual
Source Code Yes* Yes Yes Yes
Operations Network Yes Yes Yes Yes
Indemnification No No Option Option
Starting Price ($/€) 6,000.00 9,500.00 20,000.00 Call us

* for contracts lasting longer than 1 year.


Development Support

This 3 months program supports customers during development and offers:

  • Development license of Intalio Enterprise Edition
  • Right to deploy on any Intalio certified platform
  • Limited to development environment
  • Source code, with rights to modify and extend it
  • 1 named account for the Intalio Operations Network
  • Contact through the Intalio Operations Network
  • Monday-Friday | 9am-5pm local time zone | 2 business days response time
  • Unlimited number of questions/tickets
  • Starts at 6,000.00 (USD/EUR) for 3 Months


Silver Support

This entry-level 1 year program supports customers in production and offers:

  • Permanent license of Intalio Enterprise Edition
  • Right to deploy on any Intalio certified platform
  • Source code, with rights to modify and extend it
  • 1 named account for the Intalio Operations Network
  • Contact through the Intalio Operations Network
  • Monday-Friday | 9am-5pm local time zone | 1 business day response time
  • Unlimited number of questions/tickets
  • Automatic software updates
  • Starts at 9,500.00 (USD/EUR) per Year


Gold Support

This mid-level 1 year program supports customers in production and offers:

  • Permanent license of Intalio Enterprise Edition
  • Right to deploy on any Intalio certified platform
  • Source code, with rights to modify and extend it
  • 2 named accounts for the Intalio Operations Network
  • Contact by email, phone, or through the Intalio Operations Network
  • Monday-Friday | 9am-5pm local time zone | 4 hours response time
  • Unlimited number of questions/tickets
  • Automatic software updates
  • Correction of errors
  • Indemnification option
  • Starts at 20,000.00 (USD/EUR) per Year


Platinum Support

This advanced 1 year program supports mission-critical deployments and offers:

  • Permanent license of Intalio Enterprise Edition
  • Right to deploy on any Intalio certified platform
  • Source code, with rights to modify and extend it
  • 2 named accounts for the Intalio Operations Network
  • Contact by email, phone, or through the Intalio Operations Network
  • Private escalation phone number, designated upon subscription
  • 365 days | 24x7 | 2 hours response time (1 hour by phone)
  • Unlimited number of questions/tickets
  • Automatic software updates
  • Correction of errors
  • Indemnification option
  • Contact us for pricing


Intalio Operations Network

The Intalio Operations Network is restricted to subscription customers and offers:

  • Direct interactions with Intalio's support team
  • Regular updates on open tickets
  • Access to software updates and patches
  • Access to preview releases of Intalio Enterprise Edition
  • Access to advanced developer documentation (wiki)
  • Access to Intalio's Engineering & QA blog

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