Iconixx Support

Iconixx offers multiple, comprehensive Support Levels and options, allowing you to choose the Support subscription that best meets your needs.  All Customers receive Standard Support included with their current Software Subscription. Customers may elect to purchase an additional Extended, Premium, and Weekend Support package to receive enhanced support features as summarized below.

Iconixx Support FeatureStandard SupportExtended SupportPremium Support
99% Availability TargetIncludedIncludedIncluded
Email SupportIncludedIncludedIncluded
Phone SupportIncludedIncludedIncluded
Remote TroubleshootingIncludedIncludedIncluded

Normal Support Hours:

Monday - Friday

8AM - 5PM US Central Time

IncludedIncludedIncluded

Expanded Support Hours:

Monday - Friday

7AM - 7PM US Central Time

--IncludedIncluded

24 hrs/Week Day Support  Hours:

Monday - Friday

7AM - 7PM US Central Time

----Included

Weekend Support Hours:

Saturday & Sunday

(available for a fee)

8AM - 5PM7AM - 7PM24/7
Designated Support Contacts247
Iconixx Support ResourcesSupport TeamAssigned ResourceConcierge Team
Support Ticket ReviewsQuarterlyQuarterlyMonthly
Management Escalation of Critical Issues

If unresolved

48hrs

If unresolved

24hrs

Immediate
Uptime SLA Credit--IncludedIncluded
Product Roadmap ReviewsWebinarWebinarPrivate Session
Customer Advisory Board--By InvitationIncluded