Frequently Asked Questions

IntelLinx SLA Agreement.

IntelLinx will make commercially reasonable efforts to resolve verified, reproducible errors in ITOD and to resolve operating problems which are attributable to our AMS.

1. All support requests will be centralized through your designated Primary Technical Contact. (Your AMS Admin )
   
2. Submit all support requests and/or questions to the IntelLinx Center via Our Online Ticketing System.
3. Our Emergency support email address; support.request@intellinx.com or by phone 925-948-0745 or 888-392-9428
4. Prior to contacting IntelLinx, please use reasonable efforts to diagnose problems in the ITOD AMS to assure that reported problems are due to a malfunction within the ITOD AMS and not due to the user’s computer, operating system, hardware, own network equipment or Internet connection or improper or lack use or lack of understanding the processes of the ITOD A
   

Software errors are defined as persistent malfunctions inherent within the software (as defined below), which prevent users from performing normal day to day functions inside of the AMS or LRS hosted solution.

Errors are categorized according to their severity as follows:

1. Level 1: System down - this level describes a situation where ITOD AMS is unavailable.
2. Level 2: Severe business impact, this level assumes ITOD AMS is available, there is a known system bug, functionality is impaired and there is no workaround.
3. Level 3: Medium business impact, this level assumes ITOD AMS is available, there is a known system bug, functionality is impaired and there is workaround.
4. Level 4: Little or no business impact.

IntelLinx Obligations:
IntelLinx agrees to provide an initial response to support calls from the Primary Technical Contact acknowledging the receipt of the issue and to provide a plan for follow up and resolution of the problem. If the product support engineer is unable to resolve the problem upon the first contact with you the client, the incident will be resolved based on its level above. The product support engineer will perform further testing and analysis and report the results to the you the client as quickly as possible and provide an estimated time for resolution based on the level.
The time for the response and resolution for each level shall be determined by the following schedule:

Response L1: within 30mn - Resolution: 4 Hours
Response L2: within 60mn - Resolution: Next Business Day
Response L3: within 60mn - Resolution: 3 Business Days
Response L4: within 60mn - Resolution: Next Maintenance or Version Release.

Resolution time shall be counted from the time the Primary Technical Contact reports the incident to us.


Product Enhancement Requests:
You may place a new feature request through the ticketing system.

1. All enhancement requests are considered and evaluated by our Product & Development team.
2. If the Product team sees a value in the request we will explore the request across multiple associations nationally and may implement the request as our development time table permits.
3. Associations requesting immediate enhancements may request a price quote and we will explore the request and a deliver a price quote and timetable to implement the requested enhancements.
4. Requesting a new feature or IntelLinx evaluating a new feature request does not imply that the request will be implemented.