The following article provides an outline of the scope and limitation of support for the services provided by Iridis.
Iridis will use reasonable commercial efforts to provide support via e-mail, web
Support Availability
We operate a queue-based support system where each request is handled in the order we receive them.
Email Support
Telephone Support
What is included
Quick Support
Telephone support is a support option intended for receiving quick advice or guideance for service impacting issues related to the service itself.
Support Escalation
An existing support ticket may require additional detail or discussion that is easier to convey verbally.
What is excluded
Screen Sharing
Support via screen sharing ('AssistAnywhere') is not included with telephone support.
Troubleshooting
Diagnosing and troubleshooting warnings, errors, exceptions and confirming bugs or defects in the service provided is available the support ticketing system.
Immediate Solutions
We will attempt to address support issues via the telephone. However, we reserve the right to research the issue offline and manage it by opening a support ticket on behalf of a client. Additional information may be provided or requested via the ticketing system.
| Iridis Responsibility | Client Responsibility | |
|---|---|---|
| Iridis equipment | Yes | No |
| Iridis network | Yes | No |
| Iridis maintenance | Yes | No |
| Resolution of issues linked to normal operation of Iridis services | Yes | No |
| Training | No | Yes |
| End-User Support | No | Yes |
| Configuration of client's devices, systems or applications | No | Yes |
| Security of client's devices, systems or applications | No | Yes |
| Compatibility of client's devices, systems or applications | No | Yes |
| Resolution of misconfigured or non-standards client devices, systems or applications | No | Yes |
| Maintaining vendor supported client devices, applications or systems | No | Yes |
| System Administration | No | Yes |
| Code development | No | Yes |
| Webmastering, website updates | No | Yes |
| Applying security updates to client managed systems or software | No | Yes |
| Management of customer data including backups | No | Yes |