Immidio Product Support — Which level 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 and Response Basic support agreement is included in the initial license purchase and the level is determined based on the purchase volume.

Immidio Upgrade Protection – access to generally available updates, new versions and releases of Immidio products – is an integral part of each support service level.


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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.
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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.
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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 24/7 online and 8/5 phone support, the Immidio Response Advantage offering includes a feature request program. 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 accelerated access to a product expert, custom revisions (fees apply), and a quarterly conference call with Immidio's product architects. 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
Maximum Allowed Time per Incident 4 hours 4 hours 6 hours 8 hours
Response Time 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 √ √ √ √
Exclusive Online Resources - Web-based Support √ √ √ √
Phone Support - Call Resolution - - 8/5
(9:00-17:00 CET)		 24/7
Feature Request Model - - √ √
Custom Revisions (at additional costs) - - - √
Quarterly Conference Call with Product Architects - - - √
Software Escrow (at additional costs) - - - √