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SUPPORT

Access support that maximizes value.

As the first line of contact if you have questions about your Innotas on-demand IT Governance solution, the dedicated Innotas support team provides:

  • Answers to general questions
  • Corrections or workarounds for problems
  • Product updates

Customer Support is dedicated to helping you succeed and get the most value out of your Innotas on-demand IT Governance deployment. Working closely with you and your team, our goal is to help you use Innotas in a way that best supports your organization's needs.

Standard Support Hours:

5:00 am Pacific Time to 6:00 pm Pacific Time, Monday through Friday (excluding U.S. Public Holidays)

1100 GMT to 0000 GMT for our customers in Europe.

You can contact Innotas Support via telephone or email at:


+1 415-263-9800

To find out more about our Support at Innotas and learn what our customers have to say about us, please contact your account executive.

Error Classification

Client will classify each error or defect in the Innotas application or related documentation and will report such error or defect to Innotas for correction based on the following criteria:

Error Classification Criteria
Severity 1 Fatal: Errors preventing all useful work from being done.
Severity 2 Severe Impact: Errors which disable major functions from being performed.
Severity 3 Degraded Operations: Errors disabling only certain nonessential functions.
Severity 4 Minimal Impact: Includes all other performance issues raised by Client.

 

Target Response - One (1) hour for Severity 1 and Severity 2 errors and one (1) business day for all other errors. Innotas will use all reasonable means to repair the error and keep Client informed of progress. Innotas makes no representations as to when a full resolution of the error may be made.

Public Holidays - With the exception of Severity 1 availability, errors reported after 6:00 PM PT Monday though Friday, or on any designated U.S.A. public holiday shall be responded to on the following business day.

Operations Assurance and Support - Innotas operations assurance provides Application Monitoring and Availability support 24X7X365. This service ensures the application is available and accessible to customers. This service operates around the clock. Severity 1 customer reports outside of business hours and during public holidays are handled through this service.