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 Feature Standard Support Extended Support Premium Support
99% Availability Target Included Included Included
Email Support Included Included Included
Phone Support Included Included Included
Remote Troubleshooting Included Included Included

Normal Support Hours:

Monday - Friday

8AM - 5PM US Central Time

Included Included Included

Expanded Support Hours:

Monday - Friday

7AM - 7PM US Central Time

-- Included Included

24 hrs/Week Day Support  Hours:

Monday - Friday

7AM - 7PM US Central Time

-- -- Included

Weekend Support Hours:

Saturday & Sunday

(available for a fee)

8AM - 5PM 7AM - 7PM 24/7
Designated Support Contacts 2 4 7
Iconixx Support Resources Support Team Assigned Resource Concierge Team
Support Ticket Reviews Quarterly Quarterly Monthly
Management Escalation of Critical Issues

If unresolved

48hrs

If unresolved

24hrs

Immediate
Uptime SLA Credit -- Included Included
Product Roadmap Reviews Webinar Webinar Private Session
Customer Advisory Board -- By Invitation Included