Software Subscription and Support

Software Subscription and Support

Software Subscription and Support provides, product upgrades (Subscription) and technical support (Support).

Subscription

Subscription provides free access to the latest releases and patches, and you can upgrade for all available licensed product releases inclusive major and minor releases. We encourage you to upgrade to new releases to obtain the latest features and bug fixes.

Support

Support provides technical support (Support) Support a to the customer under a valid SOFTWARE LICENSE AGREEMENT for the licensed Intland products.

Software Subscription and Support period

When Licenses are purchased with “Software Subscription and Support”, then SOFTWARE SUBSCRIPTION AND SUPPORT is available for a period of 12 months, unless otherwise specified. Support is provided for the current version of the Software and for any version of the software that has been released during the preceding 12 month period.

The Software Subscription and Support contracts can be renewed at the end of the initial year, or in some countries it is automatically renewed.

Other information

Browse the Documentation

User's Guide
Wiki Markup and Advanced usage
Web Admin Guide
Installation, Configuration, Admin Guide
Developer's Guide

Contact our Support

To submit a bug or change request you need to register and have an account and password.

Issues submitted using Trackers (link above) are handled with the severity as entered by the user.  Issues submitted  by email support@intland.com or phone are automatically assigned a low severity.  For the fastest response time please enter the problem using an Issue in a Tracker.
You can also contact us by emailing or call

Support Telephone Numbers

  • North America: (866) 468-5210
  • Europe: +49 711-67400-677

Support Services are provided for customers only.

Incident Levels

  • Critical, the production system is not available, substantially un-available or normal business operations are seriously disabled. The issue is preventing productive work on your production system, and it affects people performing a business-critical function. If Intland provides an acceptable workaround, the severity classification will drop to Medium or Low.
  • Major, the system is available but the issue has a business-critical impact on your production system; a function or functions are not available or not functioning properly, preventing productive work, and affecting people performing a business-critical function. If Intland provides an acceptable workaround, the severity classification will drop to Medium or Low.
  • Medium, the issue has business impact on your production system, but does not prohibit the execution of productive work, or a reasonable workaround is available.
  • Low, the issue is not production-critical or it is detected on your non-production system. The issue has no impact on production system performance, quality or functionality and no impact on productive work.
 
Description Community Standard Premium  Gold
Support Free community service  (/) (/)  
Subscription   (/) (/)  
Support Hours   8 x 5 24 x 7 (critical)
8 x 5 (client workdays)
 
Named Contacts    2 4, or more on request  
Phone Support     (/) office phone, cell  
Remote Maintenance, upgrade     (/)  
Dedicated Support Engineer     (/)  
Initial Incident Respose  
Critical   one business day 8 hours  
Major   one business day one day  
Minor    two business days one business day  
Low   1-2 weeks 1 week  
Pricing FREE 20% of the list price Please call  Please call for SLA

Search the Knowledge Base

You can use Search to find user-community tips and tricks or codeBeamer documents.

Business Hours

Intland business hours are 9:00 AM to 17:00 PM CET (GMT +1), Monday through Friday, excluding German national holidays.  For information on German public holidays, see: http://en.wikipedia.org/wiki/Public_holidays_in_Germany

Standard Support Services

If you have an active Support contract, our Support Service assist you with:

  • Bugs or software problems
  • Problems during setup in the customer environment. Applies to one-Tier server installations only 
  • Basic help for multi server installations
  • Basic help understanding specific features
  • Online access to Intland Technical support and Knowledge base pages

Premium Support Services

Premium support service is additional to Standard Support services. Intland provides custom technical support for Intland customers on contract basis. For customers with Premium support we provide one or more Premium Support Engineers (PSE). PSEs are experienced with supporting customers as senior support engineers. Our clients are having direct access to PSEs and they can integrate them for their teams for the best communication with the Intland support and development team.

PSEs are committed to focus on our client’s needs:

  1. 7x24 support for Critical incidents (urgent & critical issues, normal business operations are seriously disabled), and 5x8 support in your business hours
  2. Dedicated Premium Support Engineer(s) for single point of communication to Intland technical team.
  3. Direct access by office phone, mobile, IMS and e-mail.
  4. On-Site visits to setup direct relationship with where the PSE can understand your environment and technical need and business.
  5. Help on upgrades, deployments and integrations.
  6. Proactively helps you to reach your goals.

Legal agreements

Please contact support if you're not sure whether your issue will receive support. If the issue is not covered by Support, our support will direct you to the appropriate person.

Pre-Sales Support

Intland's free pre-sales support is provided for 30 days from the beginning of the installation.

Issues Not Covered by the Support Service

  • Old software versions, if older than twelve (12) months and a newer release exists.
  • Third party component not provided by Intland.
  • When the software is used on a non-recommended platform or in non-recommended environment.
  • The software is modified by someone other than Intland or its authorized service partners.
  • Design and development of applications using the APIs or integrating the software with other applications
  • Failures caused by software for which Intland is not responsible.
  • Feature enhancements.

Typical Technical Issues not covered by Standard Support contract:

  • LDAP, LDAPS, SSO, proxy, gateway access configuration
  • Multi server configuration
  • API programming and debugging code, Wiki plugin development
  • Help understanding advanced features,e.g. workflow, community building
  • SCM system configuration, Migration from one SCM system to another
  • Multiply SCM system usage. Only one SCM support is included in the Standard Support. When you need support for more than one SCM systems i.e. (Git & SVN), ask for the Gold Support.
  • Database data migration between Derby, MySQL, Oracle
  • Database tuning
  • Migration from other system i.e. bugzilla, Mantis to codeBeamer
  • Integrating the Software into a specific corporate infrastructure
  • Web server configuration i.e. Apache, Tomcat, Websphere
  • Security setup, tuning for a specific corporate infrastructure
  • Free plugins (Wiki, NetBeans, Eclipse, Mylar, PHP API interface)
  • Training