Contact Support

Support is your main contact for all of the phases of your Interset deployment. Support team members can respond directly to client issues or can coordinate a more comprehensive response quickly and provide access to development, test, product management or Interset executive as required to provide the most applicable and fastest resolution to issues or questions.

Engaging Support

Webhttps://interset.zendesk.com
Emailsupport@interset.com
Phone+1 (613) 226-9445

You can also contact your assigned Technical Relationship Manager directly through email or phone.

Normal hours of support run from 9:00 AM to 8:00 PM EST. Questions or issues raised during this time will be logged and clients should expect either an email or a phone call back depending on the severity of the issue.

After Hours Support

Should an issue arise out of normal business hours, depending on the severity and impact, Interset Support can be available. This support is offered for production down issues that require immediate assistance. Other issues pertaining to the system will be addressed next business day.

To reach support after hours, please email us and mark your issue as URGENT and PRODUCTION DOWN and someone will return your communication. If work is planned on a system for after normal hours, arrangements can be made in advance should the customer or Interset feel it beneficial to be available. These maintenance windows should be scheduled as much as possible and, if possible, ample notice provided to Interset Support so arrangements can be made to provide coverage.

Severity-Based Initial Response Targets

Our support case response targets and issue resolution process are detailed in chart below.

Severity Definition Response Goal Details
Severity 1  Service substantially fails to perform 1 hour
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Severity 2 Substantial degradation in performance of the Service 2 hours
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Severity 3 Minimal to no impact on the availability or performance of the Service 1 day Commercially reasonable efforts to include in next major release