iCore Tech

Service level agreements (Cloud)

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: 

Cloud Standard

The Cloud Standard service agreement includes:

  • Access to support via phone, e-mail or remote connection during workdays from 08.00 to 17.00 (CET).
  • Guaranteed support feedback within eight hours from first notice.
  • Access to the iCore support web and knowledge database.
  • Operations support including systems and infrastructure monitoring.
  • Access to iCore Customer Advisory Forum.

Cloud 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 systems and infrastructure monitoring.
  • Access to iCore Customer Advisory Forum.

Cloud 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 process, systems and infrastructure monitoring.
  • Access to iCore Customer Advisory Forum.
  • Regular feedback – monthly management feedback on support incidents.
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