Technical Support Services Guidelines
The following technical support services guidelines ("Guidelines") apply to agreements where intelHUB Private Cloud provides support (as described at https://intelhub.net/terms-and-conditions/terms-of-service and related technical support to Customer (as amended from time to time, the "Agreement"). Capitalised terms used but not defined in these Guidelines have the meanings given to them in the Agreement.
Technical Support Services Guidelines Version 1.0 will solely govern Customer’s use of either Role-Based Support or Enterprise Support, as described below. Both versions are provided below. By accepting these terms, you agree to both versions.
Version 1.0 of the Technical Support Services Guidelines will take effect from 30th April 2018.
Created: 30th April 2018
Last modified: (none) | Previous Versions (none)
1. Obtaining Support
1.1 Setting Designated Contacts. Customer-designated support admins may add Designated Contacts to its Account by submitting a Support Ticket. At such time, Customer’s support admin must designate the Support Role for each of its Designated Contacts. When enrolled in Role-Based Support, Customer will pay the Fees for each of its Designated Contact’s Support Roles.
1.2 Upgrading/Downgrading Support Roles in Role-Based Support. All Support Roles require a minimum 30-day Fee commitment.
a. Upgrades. Customer may designate or upgrade a Support Role for a Designated Contact at any time. When Customer designates or upgrades any Support Role for a Designated Contact, any applicable Fees will be pro-rated in that month, and will automatically renew at the beginning of the following month. Customer may upgrade a Support Role for a Designated Contact at any time. Any applicable Fees for such upgraded Support Role will be calculated at the upgraded rate beginning on the day that the upgrade is processed.
b. Downgrades. Customer may downgrade or remove a Support Role for a Designated Contact at any time. Such downgrade or removal will take effect, and any applicable Fees for such downgraded or removed Support Role will be calculated at the downgraded amount, from the later of (i) the date of such downgrade or removal, and (ii) 30 days after the Support Role for the Designated Contact was last changed, and the applicable Fees will automatically renew at the beginning of the month following such downgrade or removal.
1.3 Customer Efforts to Fix Errors; Support Request Submission. Before making a Request to intelHUB Private Cloud, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to intelHUB Private Cloud. Following such attempts, a Designated Contact may submit a Request through the Support Ticket system.
1.4 Priority Designations. Customer designates P1 – P4 Priority on submission of Requests. intelHUB Private Cloud will review Customer’s Priority designation and may change designations that intelHUB Private Cloud believes are incorrect. intelHUB Private Cloud will inform Customer of such change in its response to the support Request. intelHUB Private Cloud’s designation is final and binding on Customer.
1.5 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist intelHUB Private Cloud Support Personnel as may be required to resolve a Request.
1.6 Request Acknowledgement. intelHUB Private Cloud may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that intelHUB Private Cloud may be unable to provide answers to, or resolve all, Requests.
1.7 Feature Requests. If intelHUB Private Cloud deems a Request to be a Feature Request, intelHUB Private Cloud will log the Request for consideration to add to a future update or release of the Services and will consider the matter closed. intelHUB Private Cloud has no obligation to respond to or resolve any Feature Request or to include any Feature Request in any future update or release.
1.8 Building Applications. intelHUB Private Cloud has no obligation to write or build any Applications or write code to facilitate Applications.
1.9 Early Access, Alpha, and Beta. Although intelHUB Private Cloud has no obligation to provide TSS for Early Access, Alpha or Beta versions, features, or functionality of the Services, intelHUB Private Cloud will consider Requests at these development stages on a case-by-case basis.
2. Accessing Support
2.1 Designated Contacts. Customer will provide first-level support to Customer End Users; intelHUB Private Cloud will not provide support to Customer End Users. intelHUB Private Cloud will provide second-level support to Customer only through Customer’s Designated Contacts and Technical Account Manager (if applicable). If Customer wishes to change its Designated Contacts, it may do so using the “Support Menu” in the Admin Console.
2.2 Support Hours and Target Initial Response Times. intelHUB Private Cloud will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on the Designated Contact’s Support Role, and whether Customer is enrolled in Enterprise Support, as described in Sections 4 (Support Roles) and 5.1 (Enterprise Support; Offering).
3. General Provisions
3.1 Maintenance. To ensure optimal performance of the Services, intelHUB Private Cloud performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If intelHUB Private Cloud expects planned Maintenance to negatively affect the availability or functionality of the Services, intelHUB Private Cloud will use commercially reasonable efforts to provide at least 7 days’ advance notice of the Maintenance. In addition, intelHUB Private Cloud may perform emergency unscheduled Maintenance at any time. If intelHUB Private Cloud expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, intelHUB Private Cloud will use commercially reasonable efforts to provide advance notice of such Maintenance. intelHUB Private Cloud may provide any notice to Customer under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console. In this Section 3.1, “Notification Email Address” has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Customer in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from intelHUB Private Cloud.
3.2 Language Support Generally. intelHUB Private Cloud will provide all support under these Guidelines in the English language
4. Support Roles
intelHUB Private Cloud will provide Customer with technical support through its Designated Contacts, according to their designated Support Role as follows:
4.1 Default. The Default Support Role includes the following: automatic Services upgrades and Maintenance updates, support for billing inquiries and access to documentation, white papers, online best practices guides, and community forums.
4.2 Development. The Development Support Role includes all the items in the Default Support Role plus the following:
(a) Requests are accepted through the Admin Console for questions about Services functionality, best practices guidance on how to architect with the Services, and Services errors reports.
(b) intelHUB Private Cloud will respond to P2 Requests with a target initial response time of 4 hours during Hours of Operation (the Development Support Role cannot submit P1 Requests).
(c) intelHUB Private Cloud will respond to P3 and P4 Requests with an initial target response time of 8 hours during the Hours of Operation.
4.3 Production. The Production Support Role includes all the items in the Development Support Role plus the following:
(a) 24 x 7 phone support and limited guidance on how to architect with the Services for Customer’s proposed use case.
(b) intelHUB Private Cloud will respond to P1 Priority support Requests with a target initial response time of 1 hour 24 x 7.
(c) intelHUB Private Cloud will respond to P2 Requests with an initial target response time of 4 hours during the Hours of Operation.
(d) intelHUB Private Cloud will respond to P3 and P4 support Requests with an initial target response time of 8 hours during the Hours of Operation.
5. Enterprise Support.
(a) The Enterprise Support offering includes unlimited Designated Contacts, each with Customer’s chosen Support Role. The “Business Critical” level of support is only available to Customers who have enrolled in Enterprise Support.
(b) Customer may purchase the Enterprise Support offering by executing an Order Form with intelHUB Private Cloud.
(c) If enrolled in the Enterprise Support program, Customer may assign the “Business Critical” role to each of its unlimited Designated Contacts. For Designated Contacts with the “Business Critical” role:
(1) intelHUB Private Cloud will respond to P1 Requests with a target initial response time of fifteen minutes 24 x 7;
(2) intelHUB Private Cloud will respond to P2 Requests with a target initial response time of 4 hours 24 x 7;
(3) intelHUB Private Cloud will respond to P3 and P4 Requests with an initial target response time of 8 hours during the Hours of Operation.
(d) The Enterprise Support offering includes support from intelHUB Private Cloud’s technical account management team (“Technical Account Management”), as described in Section 5.2 (Enrolment and Unenrolment).
5.2 Enrolment and Unenrolment. The Enterprise Support program requires a minimum 1 year Fee commitment. When Customer enrols in Enterprise Support, any applicable Fees will be pro-rated in that month and then continue to apply during each month in the 1-year commitment period. Customer may unenrol from the Enterprise Support program at any time by notifying intelHUB Private Cloud in writing and any such unenrolment will take effect, and applicable Fees for Customer’s downgraded Support Role(s) will be calculated at the downgraded amount, from the later of (i) the date of such unenrolment, and (ii) the business day following the 1-year anniversary of Customer’s enrolment in Enterprise Support.
5.3 Technical Account Management. As part of the Enterprise Support offering, Customer will receive access to a dedicated Technical Account Manager for 1 day per work week. Additional access to Technical Account Management may be purchased, subject to additional fees and terms. Please contact your account team for pricing details. Technical Account Management includes: (a) assistance in developing a cloud strategy with respect to the Services, (b) best practices guidance on implementing and using the Services, and (c) management of technical support escalations and coordination with intelHUB Private Cloud subject matter experts to address technical inquiries related to the Services.
6. Professional Services. Depending on the type, scope, and duration of any professional services requested (e.g., implementation, configuration, data migration, or other forms of technical assistance), additional fees and terms may apply.
7.1 “24 x 7” means twenty-four hours a day, seven days a week.
7.2 “Business Day” means any day during the Hours of Operation.
7.3 “Business Hours in UK” means 09:00 to 17:30 on Monday to Friday UK GMT except for regional holidays.
7.4 “Designated Contacts” means individual Admin Console users who are designated by Customer as administrators or technical employees and who are allowed to contact intelHUB Private Cloud for technical support.
7.5 “Enterprise Support” means the technical support offering described in Section 5.
7.6 “Feature Request” means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
7.7 “intelHUB Private Cloud Support Personnel” means the intelHUB Private Cloud representatives responsible for handling Requests.
7.8 “Hours of Operation” means 09:00 to 17:30 on Monday to Friday UK GMT except for regional holidays in local time.
7.9 “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
7.10 “P1″ means Critical Impact – Service Unusable in Production.
7.11 “P2” means High Impact – Service Use Severely Impaired.
7.12 “P3” means Medium Impact – Service Use Partially Impaired.
7.13 “P4” means Low Impact – Service Fully Usable.
7.14 “Priority” means the level of impact a Request is having on Customer’s operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.
7.15 “Request” means a request from a Designated Contact to intelHUB Private Cloud Support Personnel for technical support to resolve a question or problem report regarding the Services.
7.16 “Role-Based Support” means intelHUB Private Cloud’s technical support offering enabling Customer to choose the number of Designated Contacts who are allowed to contact intelHUB Private Cloud for technical support and the type of Support Role that best corresponds to each contact, as described in these Guidelines.
7.17 “Support Role” means the level of support available to a Designated Contact under Role-Based Support, as defined by one of three tiers (Default, Development, Production) and as designated by Customer in accordance with Section 1 (Obtaining Support).
|Customer Service||General Information Request||Answered within 24hrs|
|P1||Critical Impact – Service Unusable in Production||Requests with a target initial response time of fifteen minutes 24 x 7|
|P2||High Impact – Service Use Severely Impaired||Requests with a target initial response time of 4 hours 24 x 7|
|P3||Medium Impact – Service Use Partially Impaired||
Requests with an initial target response time of 8 hours during the Hours of Operation
|P4||Low Impact – Service Fully Usable|
Role Based Support
|Role||Price||Response Time||Designed for|
|Default||Included||–||Those who need read-only access to the support cases and provides a managed support based role for the account.|
|Development||£100 per user, per month||4 – 8 Business Hours||Those who develop the solution; focus is on depth of investigation, and thorough response.|
|Production||£250 per user, per month||1 Hour for Priority 1||Those who manage the solutions that are launched and live. Fast and thorough responses.|
Enterprise Based Support
Table Definition – Enterprise Based Support
|Role||Price||Response Time||Designed for|
|Business Critical||POA – please contact us for tailored pricing||15 Minutes for Priority 1||Those who need mission critical support in an enterprise environment, with unlimited contacts and access to Technical Account Management.|
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