Support Offers Suitable for Any Enterprise

Software Maintenance ensures the latest software updates, upgrades, and feature releases for the life of the maintenance agreement. Software maintenance includes IGEL Select Support, which features regular business hour web, email and phone support except for national holidays, an unlimited number of support requests, 5 named support contacts, and a 3-day response window.

Optional IGEL Priority Support includes business hour web, email, and phone support as well as direct remote access from IGEL support engineers. Priority Plus also includes an unlimited number of support requests, 10 named support contacts, and next business day response time for non-critical issues and 4 business hours response time for critical issues.

Finally, Priority Plus Support includes business hour web, email, and phone support as well as direct remote access from IGEL support engineers with 24×7 coverage for critical issues. Priority Plus also includes an unlimited number of support requests, 15 named support contacts, and 4 business hours response time for non-critical issues and 2 hours response time for critical issues.

Consider the following table which summarizes IGEL support offerings:

Support Feature

SELECT

PRIORITY

PRIORITY PLUS

Coverage Hours
Standard business day hours
Products Supported
Product Matrix Product Matrix Product Matrix
Product Updates & Upgrades
Web-Based Support***
y y y
Email Support
y y y
Phone support
y y y
Support via Remote Access
x y y
Number of Incidents  Unlimited Unlimited Unlimited
Named Contacts
5 10 15
Non-Critical Response Time
3 Business Days Next Business Day 4 Business Hours
Critical Response Time†
N/A 4 Business Hours 2 hours (24×7)*
Note: IGEL support offers and availability vary based on global location. Select support is included with software maintenance.
Business hours of coverage in the U.S are from 8am-8pm Eastern Time. Business hours coverage in Europe are from 8am-6pm Central European Time.
* Must be logged via phone
** Requires active maintenance on endpoint
*** Includes the ability to submit tickets online and access to the online knowledge base
† Critical issues are defined as those that severely impact a customer’s business through the use of the product within a production environment. The resulting situation halts the customer’s business operations and no procedural workaround exists (e.g. inability to connect to the central computing environment).

For more information on IGEL Support, view or download the IGEL Support data sheet.

In addition to these comprehensive support offerings, IGEL offers a range of useful tools and links to help our customers resolve any issues. Explore our resources below or connect with one of our engineers today.