Software Subscription and Support provides, product upgrades (Subscription) and technical support (Support).
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 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.
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 email@example.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.
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.
Free community service
8 x 5
24 x 7 (critical) 8 x 5 (client workdays)
4, or more on request
office phone, cell
Remote Maintenance, upgrade
Dedicated Support Engineer
Initial Incident Respose
one business day
one business day
two business days
one business day
20% of the list price
Please call for SLA
Search the Knowledge Base
You can use Search to find user-community tips and tricks or codeBeamer documents.
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:
7x24 support for Criticalincidents (urgent & critical issues,normal business operations are seriously disabled), and 5x8 support in your business hours
Dedicated Premium Support Engineer(s) for single point of communication to Intland technical team.
Direct access by office phone, mobile, IMS and e-mail.
On-Site visits to setup direct relationship with where the PSE can understand your environment and technical need and business.