IPRO Technical Support - Terms and Conditions

IPRO Technical Support is available 24 hours a day, 7 days a week with Support Engineers that specialize in each major component and platform of IPRO software. Email and new ticket requests have an average time to first response of less than 1 hour and our average wait time for incoming calls is less than 5 minutes. Live chat is also generally available during standard business hours, which are 8 am - 5 pm AZ time. Our Support team has maintained a 4.8 out of 5 Customer Satisfaction (CSAT) rating over the last 12 months from over 2,700 responses, and has team members located in Germany, Phoenix, AZ and Montreal, Québec.

Support Engineers practice in-depth troubleshooting techniques that help minimize the time needed to accurately diagnose and resolve any issues clients may encounter, whether they are data, environment, end user, or product related. There are clear escalation paths available that include Escalation and Senior Escalation engineers, who have years of expertise troubleshooting and engineering complex or creative fixes to problems and ensure the time to resolution is as quick as possible.

The Support team collaborates closely with IPRO's Software Engineering and Quality Engineering teams to identify and prioritize issues for each major or minor release cycle. They also utilize extensive automation to eliminate and reduce the margin for error in day-to-day work. There are publicly available help articles and product documentation available via the IPRO help center as well as a public forum that allows anyone to discuss topics related to IPRO software with other users.

Support Service Level Agreement (SLA)

IPRO provides technical support for its clients via live chat, email, and phone support. Support Engineers are thoroughly trained for each major IPRO platform that they support and are able to Escalate resources necessary for quick and effective troubleshooting.

Initial Response TimeS (IRT) - Standard Support

Application Down (P1)

During business hours

via email: < 2 hours

via phone or live chat (when available): < 5 minute average wait time

After business hours

via email or live chat: Phone Call Required

via phone: < 1 hour of receiving the call

Serious Degradation (P2)

During business hours

via email: < 4 hours

via phone or live chat (when available): < 5 minute average wait time

After business hours

via email or live chat: Phone Call Required

via phone: < 1 hour of receiving the call

- Moderate Impact (P3)

- Low Impact / Inquiry (P4)

During business hours

 

via email, phone, or live chat: handled during next business hours

 

After business hours

Clients with valid contracts may email support requests to support@iprotech.com or call to open a Support request. The SLAs described above are enforced according to the Terms and Conditions of IPRO.

1. Support

Support may include any of the following features:

 

Technical Support Email

Email access to our Support Team from 5:00 a.m. to 7:00 p.m. AZ time at support@iprotech.com.

 

Technical Support Phone Hotline

Toll-free telephone access to our Support Team Monday - Friday from 5:00 a.m. to 7:00 p.m. AZ time at (877) 324-4776 or (602) 324-4780​.

  1. Response times will vary according to the method used and time of day, but we make every effort possible to meet all SLA's.

  2. Support incidents are handled on a priority basis - major incidents involving customers who have non-functioning systems (P1 or P2 issues) will be prioritized above less critical issues per the Service Level Agreement.

  3. Incident resolution time will vary based on the ability of the customer to implement and test the recommendations made by our Support Team, and as such IPRO does not guarantee any specific time frame for incident resolution beyond that it will use all reasonable efforts to ensure that incident is resolved as promptly as possible.

  4. IPRO may enforce accepting only calls from the administrator of the solution. This could be for security, performance, or bandwidth reasons. Calls by end users and untrained or unqualified employees of the customer could be forwarded to the administrator to ensure that internal support procedures are not being bypassed.

 

Software Products Updates and Upgrades

Support includes full access to all minor product updates (Service Packs) and maintenance releases (Hot Patches), as well as major version upgrades and the related documentation in print or electronic format. Updates and upgrades may be provided as an electronic download.

 

24/7 Emergency Support

IPRO clients have access to 24/7 emergency support for P1 & P2 issues. In the unlikely event that a complete system failure occurs outside of standard business hours, clients should call our Emergency Support line which is available 24 hours a day, 7 days a week. Our on-call Technical Support Engineers will use remote session capabilities to get your application restored as quickly as possible.

 

https://help.iprotech.com/

Full access to all content developed by our Product, Development, Training, and Support teams, including all documentation, How-to's, Knowledge Base articles, and Training Material.

2. Support Versus Services

Other hardware and software components that may be required by the customer to operate and use the solution are not included under Support and IPRO is under no obligation to perform technical support on these components. If the particular problem reported is not attributable to the solution, but is one that IPRO has the ability to correct, will provide the customer with a Statement of Work or a reference to a partner for the execution of this task. The customer is not obligated in any way to contract the services of IPRO or its partners.

IPRO Technical Support includes:

Although IPRO will endeavor to identify potential problem areas, generally the scope of IPRO Support does not cover:

Non-supported items and other enhanced services may be contracted separately through our Services group or Certified partners and include:

3. Defects

Should any solution fail to perform substantially in accordance with the documentation, IPRO has the obligation to use reasonable efforts to correct the defect by bringing the performance of the defective solution into substantial conformity with the documentation. This obligation shall only apply if:

If a defect has been fixed in a maintenance release, an upgrade or a new release of the product, then IPRO's sole responsibility may be to require that the customer upgrade to this latest release of the solution to resolve the reported defect. Defects do not include product enhancements or omissions.

4. Fair Use Policy

If the number of cases a customer opens significantly exceed the average of other customers, then IPRO reserves the right to request that the customer limit access to support services to prevent increasing response times. Customer will be clearly notified if this is the case.

5. Force Majeure

IPRO is not liable for any failure to perform due to unforeseen circumstances or causes beyond its reasonable control, including, but not limited to, acts of God, war, riot, embargoes, acts of civil or military authorities, fire, flood, accident, strikes, inability to secure transportation, facilities, fuel, energy, labor or materials.

6. Limitation of Liability

In no event shall IPRO be liable for any indirect, consequential, special, incidental, or speculative damages, including, but not limited to, loss of use, business interruptions, loss of goodwill, and loss of profits (including any loss, corruption, or damage to stored or live data), irrespective of whether IPRO has advance notice of the possibility of any such damages. IPRO's total liability for all claims shall not exceed the amount paid by the customer for the Support Plan.