Isode Support

For each support incident, Isode aims to get to a relief state (return of your system to operation) as part of the initial response. Our target is to get to the relief state in 90% of incidents within three times the response time. The elapsed time does not include periods where Isode is waiting on you to provide further information to help resolve the incident.

In our experience, a full resolution of the incident occurs at the same time as relief for a large majority of incidents. For the remaining incidents, resolution requires a product change which will be provided as follows:

• Updates to resolve incidents of all priorities will be made available in future product releases, and resolution may be achieved by upgrade to a new release.
• For priority 1 and priority 2 incidents for which there is no effective relief without a product update, a “hot fix” (patch) may be provided, for example when this can be done more quickly than providing an update version.
• A priority 3 incident found on a test or development system that would be expected to lead to priority 1 or priority 2 incidents on a current or planned deployment will be treated in the same manner as priority 1 and priority 2 incidents.
• For priority 1 and priority 2 incidents for which there is no effective relief without a product update, Isode will provide a new version of the release affected by the incident where this can be achieved by reasonable effort from Isode and where the change does not introduce risk of instability in the release (e.g., because of extensive code change).

The full documentation on our Support & Maintenance packages can be accessed below.

If you’d like to speak to an Isode representative about anything within the documentation you can do so by filling out the contact form on our site.