Support Services include remote technical assistance for configuration and trouble shooting of hardware and software for services via Intransa's Technical Assistance Center (TAC). Support may be provided via direct phone or electronic email. Intransa will make reasonable efforts to provide solutions, workarounds or replacement of equipment for services provided.
Opening a Trouble Ticket
Customers may open trouble tickets via Intransa TAC at 1-866-446-8726 (select option 2), outside of the U.S. + 1 (408) 678-8600 (select option 2). A trouble ticket can also be opened via email. Please provide your
- (1) contact name
- (2) account name
- (3) call-back number
- (4) problem description
- (5) an indication of criticality
Intransa TAC will acknowledge the problem call / email and create a trouble ticket documenting the problem with a specific identification number. This starts the resolution process by Intransa. Intransa will use reasonable efforts to diagnose and identify a workaround to resolve the problem. Workarounds, temporary fixes, software patches and configurations to resolve the trouble ticket will accomplish resolution. All trouble tickets will be assigned a Severity Level, mutually agreed by the Customer and Intransa, as detailed below.
Severities
All trouble tickets will be assigned a Severity Level by Intransa TAC at the time of opening a trouble ticket. The following are the Severity Level definitions:
- Severity 1: Critical - Network Down . Customer production network is down causing major or catastrophic network outage and critical impact to business operations. All available resources are applied to resolve the problem continuously.
- Severity 2: Major - Network Severely Hampered . Customer production network is experiencing problems that result in the product not meeting technical specification and performance is severely degraded causing significant restrictions in business operations with no work around available. All available resources will be applied to resolve the problem during business hours.
- Severity 3: Minor - Network performance degraded . Customer network performance is degraded and requires technical advice. Work around is available and most business operations remain intact.
- Severity 4: Informational - Configuration, product, and feature request . Customer requires technical assistance. Minor non-disruptive error or function that has little impact on business operations.
Software Maintenance Releases
Software maintenance releases are improvements in Software that relate to operating performance but do not change the basic function of the Software.