ICit Business Intelligence allows our customers to focus on the concerns which drive their business by giving support for any technical problems
Our support help-desk ensures queries are resolved quickly and efficiently, minimising any interruption to your operation.
We take great pride in ensuring our customers are totally satisfied with the solutions we implement. From Help Desk to On-site consultancy you will be confident that ICit can find solutions to help your business prosper.
Our support help-desk ensures queries are resolved quickly and efficiently, minimising any interruption to your operation.
Support Requests
ICit has a dedicated support function to ensure our clients.
- T: +44 (0)87 1234 1730
- E:
Support Contract
Where ICit has either developed the application(s) on behalf of the Customer, or has adopted an existing application, the following application support will be provided;
Included;
- Functionality not working; provided that the Customer has not amended the application design (rules, processes), ICit Support will use reasonable endeavours to resolve the issue under the terms of the Agreement. If the application has been developed further by the customer, then additional cost may ensue.
- System Performance; if, following work done by ICit Support, the customer experiences performance issues then ICit Support will investigate the cause of the problem and endeavour to resolve.
Excluded (available at Additional Cost);
- Application enhancements: Customer requesting enhancements to functionality will be provided with a quotation for the work requested.
- System Tuning: archive, maintenance and optimisation tasks are not included. These tasks are generally assumed to be the responsibility of the Customer.
Priority |
Business Impact |
Contact
|
Description |
Target Response¹ |
Target Resolution Time² |
|---|---|---|---|---|---|
| 1 | Critical | Telephone | Production system is not available; no acceptable workaround is available | 1hr | 2 Business Days |
| 2 | High | Telephone | Use of production system is seriously affected; implementation is on hold; no acceptable workaround is available | 2hr | 5 Business Days |
| 3 | Medium | Use of production system is restricted, an acceptable workaround may be available | 3hr | 15 Business Days | |
| 4 | Low | Use of production system is generally unaffected; request for information; enhancement or product clarification; an acceptable workaround or alternative solution is either available or not required | 8hr | 20 Business Days |