Immidio Product Support

Please visit the Immidio Support web site to enter and track support incidents. During the 30-day evaluation period we offer support free of charge. submit support request

Which level of support is right for you?

Immidio offers its customers the flexibility to choose between a number of levels of global technical support service for the full range of Immidio products. Each service level presents different options for support availability, response time, and various other support aspects.

The Immidio Response BasicStart or Response Basic support agreement is compulsory with the initial license purchase; the level is determined based on the purchase volume.


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Immidio Response BasicStart: The Immidio Response BasicStart offering provides you with a support plan that offers access to Immidio's technical support engineers and unlimited access to online technical information. This support level covers the most common requirements of support. The Response BasicStart level includes support for a maximum of five incidents per year.
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Immidio Response Basic: The Immidio Response Basic offering provides you with a support plan that offers access to Immidio's technical support engineers and unlimited access to online technical information. This support level covers the most common requirements of support and includes support for a maximum of fifteen incidents per year.
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Immidio Response Advantage: If you're looking for enhanced coverage to help keep your IT Infrastructure tuned for peak performance, consider the Immidio Response Advantage option. Immidio Response Advantage is an extension of the Immidio Response Basic offering. In addition to 8/5 phone support, the Immidio Response Advantage offering includes faster response times and support for a maximum of 15 additional incidents per year. This offering is best suited for environments with up to 500 users or workstations.
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Immidio Response Premium: If you work in a complex mission-critical environment where quick issue resolution is critical, you need the Immidio Response Premium option. Immidio Response Premium is an extension of the Immidio Response Basic offering. This plan includes faster response times, 24/7 phone support, and provides support for a maximum of 20 additional incidents per year. This offering is ideal for enterprise environments with more than 500 users or workstations.
Features BasicStart Basic Advantage Premium
Number of Authorized Customer Contacts 1 per contract 1 per contract 2 per contract 3 per contract
Number of Incidents per Year Included in this Support Level 5 15 10 extra incidents 20 extra incidents
Target Response Times Three business days based on the office hours of the Immidio Support Center Three business days based on the office hours of the Immidio Support Center Two business days based on the office hours of the Immidio Support Center Four hours (in Europe) or next business day (outside Europe) based on the office hours of the Immidio Support Center
Email and Online Support (English) √ √ √ √
Feature Request Model - - √ √
Phone Support - Call Resolution (English) - - 8/5
(9:00-17:00 CET)		 24/7
Software Escrow (at additional cost) - - - √

Pricing

The following prices apply for the different Immidio Response level offerings for a 12-month period.

Options BasicStart Basic Advantage Premium
Base price € 500 7% of list price of purchased licenses, with a minimum of € 1,500    
Add-on Price     € 5,500 € 10,000
Extra Incident € 250 € 250 € 300 € 350
10-Incidents Voucher € 2,000 € 2,000 € 2,500 € 3,000
Software Escrow - - - € 3,000