Community & Support Services:  Success for Every Customer

Innotas is driven to make every customer a success.  It starts with our consultative sales and implementation approach, and is followed up with the committed support we provide.  Innotas' dedicated Support Team and Customer Community are here to help you succeed and get the most value out of your cloud-based IT Management soution. 

The community offers the following:

  • Expert Community:  Discuss and share ideas as well as tips with peers and Innotas employees; contribute articles and suggest product features
  • Customer Self-Service:  Browse the knowledgebase; learn and share best practices
  • Case Management:  Submit and track the status of support requests

Standard Support Hours:

Monday through Friday (excluding U.S.A. public holidays)
5:00 am Pacific Time to 6:00 pm Pacific Time

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.

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:

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.

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