Innovation Technology Services

Compare Fundamental and Premier Support Features

***Not all documentation is made available when no support plan is in place

Email Technical Support

Innovation Technology Services accepts email requests at the following email address: support@innovationtech.com.au.

When using this direct method of support contact, please include the following information for prompt replies:

• Product name and version number (in the email subject line).
• Service request number if this is a continuation of an existing request (in the email subject line).
• Organisation name, primary point of contact (name and phone number).
• Brief description of the problem

Service Request Severity / Response Times

The table below outlines the available severity levels of service requests, the recommended method of contact for each severity level and associated targeted response time.

Please note that these are targeted response times and not indicative of resolution times. Targeted response times only apply to service requests submitted during Support hours.

* Important Note
After hours Premier Support request calls are processed by a 24 hour messaging service. This can delay the normal response of ‘immediate’ but call backs will be made within 4 hours.

Product Updates

General product updates are developed, tested and released by Innovation Technology Services to address known issues, platform currency and enhancements to product functionality. These updates are commonly referred to as hotfixes, service packs and upgrades and are available from the Innovation Technology Services website.

When the resolution of a support issue requires a hotfix or patch, these can also be made available through the following mechanisms:

• E-Mail from Innovation Technology Services Support Engineer
• FTP Site (client assigned password protected)
• CD (upon request)

Nature of Technical Support

Technical Support is intended to assist, troubleshoot and resolve specific issues resulting from use of Innovation Technology Services products on a supported platform with all pre-requisites met.

Technical Support for supported products is available via a variety of contact methods, which include a product knowledge base, online support request and telephone support during scheduled support hours for current software versions.

Innovation Technology Services reserves the right to request that a customer upgrade to the current version to resolve a known problem or technical issue. The provision of technical support does not imply that Innovation Technology Services will fix software defects or make changes to the software.

The following items are NOT generally supported:

• Operating systems and third party applications
• Continued support for issues, which Innovation Technology Services has provided corrections not implemented by the customer or data requested from the customer but not provided
• Enhancement requests
• Alpha versions of Innovation Technology Services software
• Free or no-cost Innovation Technology software products and tools
• Alterations or revisions to the Innovation Technology Services software made by the customer

Product Life Cycle

All products go through the following phases during its lifecycle; the length of each phase may vary according to the specific product. These phases include:

• Beta - new product, pre-release (optional)
• General Release - new product version releases
• Continued Support - for previous product
• Decommissioning - period for the previous product version

Life Cycle Phases and Corresponding Support

The particular life cycle phase of a product affects the level of support available. This is detailed below:

Beta - During the beta phase of a product’s life cycle, Innovation Technology Services will provide support during normal working hours for the product.

General Release - 'Current' - For all products in the ‘General Release’ phase of the lifecycle, Innovation Technology Services will provide support and maintenance, which will allow you to choose the most appropriate level of support for your organisation. Maintenance will consist of maintenance releases, service packs and/or hotfixes. Hotfixes and service packs are not available for all products.

Continued Support - 'Supported' - Once a new version becomes available, Innovation Technology Services will no longer actively develop new fixes or service packs for the previous release (note; hotfixes and service packs are not available for all product lines). Innovation Technology Services reserves the right to request that the customer upgrade to the current version, (available only with a current support plan agreement. For an additional 12 months, Innovation Technology Services may offer limited support on that version - answering usage questions only. Providing technical support does not imply that Innovation Technology Services will fix software defects or make changes to the software.

Decommissioning Period - 'Withdrawn' - Following the end of the published version support availability time period, Innovation Technology Services will no longer provide support for the previous version (see "Support Withdrawal Date"). Knowledge Base articles will remain available for a period beyond this withdrawal date.

End of Life Products - 'End of Life' - Effectively, Innovation Technology Services no longer sells these products. Innovation Technology Services will continue to offer technical support for the Products until the earlier of (1) the expiration date of your maintenance contract, or (2) the date selected as "End of Life" for the product. Innovation Technology Services will continue to provide the same level of technical support you currently enjoy with the following exceptions:

• If a product defect is found and verified, Innovation Technology Services Technical Support will document and evaluate the defect.
• Where a workaround for the issue exists, Innovation Technology Services will not provide programmatic fixes for the Products. Workarounds that may cause performance issues, scalability issues, or are labor intensive for the customer are considered valid workarounds.
• In the event that the issue requires functional enhancements to the product, please be advised that Innovation Technology Services will not provide further enhancements for the Products. This means that Innovation Technology Services will not develop additional features and/or functionalities for the Products.

Frequently Asked Questions

• How do I contact Innovation Technology Services for assistance?
  
  Email the Innovation Technology Support team: support@innovationtech.com.au. Please include your contact information as well as the specific products in question.
• How will I know if my organisation's Maintenance or Support Agreement is near expiration?
  
  The Innovation Technology Services Team will provide notification to your organisation approximately 90 AND 45 days prior to the expiration of the then current maintenance term ("Expiration Date"). This notification will include your annual renewal charges for the forthcoming year.

Non-Payment

If no payment or purchase order is received 4 weeks following the Expiration Date, Innovation Technology Services will send a formal notification stating either must be received or the maintenance on the licenses will be terminated.

If no payment or purchase order is received within 45 days of Expiration Date, Innovation Technology Services will terminate the maintenance and send a formal Termination Notice.

If no payment or purchase order is received by the Expiration Date, access to authenticated online support areas will automatically expire and cannot be reinstated until a renewal order has been completed.