Support at Innotas provides our customers with:
- Assistance understanding specific features and functions
- Reporting of problems or bugs in the product
- Communication of product updates
Standard Support Hours:
5:00 am Pacific Time to 6:00 pm Pacific Time, Monday through Friday (excluding U.S. Public Holidays)
Public Holidays - With the exception of Severity 1 availability, errors reported after 6:00 PM PT Monday through 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.
You can contact Innotas Support via telephone or email at:
+1 866-692-7362, Option 2
To find out more about our Support at Innotas and learn what our customers have to say about us, please contact your account executive.
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:
| 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.
