iCore Tech

Service level agreements

As an iCore customer, we want you to feel confident that you can always get the help you need. We acknowledge that our customers have very different demands, and currently offer the following service agreements: 

Standard

The Standard service agreement is our basic support agreement. This agreement is mandatory for all iCore customers, and comprises the following:

  • Access to support via phone, e-mail or remote control during workdays from 08.00 to 17.00 (CET).
  • Guaranteed support feedback within eight hours from first notice.
  • Software upgrades, documentation, updated manuals and product release information.
  • Access to the iCore support web and knowledge database.

Plus

The Plus service agreement covers the offer in the Standard agreement, with the following additions:

  • Higher priority – guaranteed support feedback within four hours from first notice.
  • Operations support including “Is-alive” messages (see below).
  • Access to iCore Customer Advisory Forum.

Advanced

The Advanced service agreement covers the offer in the Standard agreement, with the following additions:

  • Extended support – access to support via phone, e-mail or remote control during workdays from 06.00 to 20.00 (CET).
  • Higher priority – guaranteed support feedback within four hours from first notice.
  • Operations support including “Is-alive” messages (see below).
  • Access to iCore Customer Advisory Forum.

Premium

The Premium service agreement covers the offer in the Standard agreement, with the following additions:

  • Extended support – access to support via phone, e-mail or remote control around the clock (24 x 365).
  • Highest priority –Support cases from customers under the Premium service agreement receive the highest priority. Support feedback is guaranteed within four hours from first notice.
  • Operations support including “Is-alive” messages (see below).
  • Access to iCore Customer Advisory Forum.
  • Regular feedback – monthly management feedback on support incidents.

What are "is-alive" messages?

“Is-alive” messages are messages sent regularly from your iCore system to iCore support, confirming that the system is up and running. If an “Is-alive” message is missing, iCore connects to the system remotely and checks the status, after which a report with recommended action is sent immediately to the person responsible for the iCore installation on the customer end.

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