ioi technical support
ioi technical support IOI offers a suite of support programs that offer varying levels of access and interaction with our support staff, comprised of skilled System Engineers and other technical specialists. We are available to address your needs, whether it’s a critical situation or a routine request. See the support packages below to find the best level of support for your organization.
Support Options
PLATINUM M
GOLD
SILVER
Phone Support
24 Hour Coverage
Extended 12/5
Standard 8/5
Emergency Support
24 Hour Coverage
24 Hour Coverage
24 Hour Coverage
Remote Support
24 Hour Coverage
Extended 12/5
Standard 8/5
Remote Monitoring
24 Hour Coverage
Extended 12/5
Not Available
Online Heldesk
Yes
Yes
Yes
Ticket Escalation
High
Medium
Not Available
Monthly
Quarterly
Semi-Annually
$2,750
$1,650
$825
Site Visits Monthly Fee
24/7 emergency coverage for every solution IO Integration supports every product we sell. Hardware, software and custom development. IOI along with our partners offer the most comprehensive support packages on the market.
telephone support
professional services
All IOI Support programs provide access to our engineers and are available during standard business hours in your local time zone through our main support number. Extended coverage is available.
IOI is always available to our customers to provide workflow consultation and collaboration, as well as advanced systems configuration and development as a part of our Professional Services. Our clients can receive a discount for these services based on their level of support program.
remote support and system monitoring All IOI Support programs include Remote Support, which enables our engineers to log into your system to assist with troubleshooting and resolving problems remotely. Our Gold and Platinum level programs include System Monitoring, which involves setting up your system to automatically notify our engineers with any errors.
online helpdesk All IOI Support programs include access to IOI’s Online Helpdesk. This tool offers the convenience of opening support tickets through a web browser where they can be monitored for progress. These tickets can also be searched, viewed, or updated across a company, the nation, or worldwide. Weekly and monthly reporting of support activity are also included as part of the Online Helpdesk. Gold and Platinum customers receive automatic ticket escalation which guarantees accelerated response from one of our technical support specialists
site visits
Our Professional services include the following: technology infrastructure review business process automation and application integration business continuity planning and virtualization disaster recovery onsite resources project management training For more information on IOI’s Professional services and how we can improve your workflow efficiency, contact our sales team at [email protected].
An IOI representative will schedule a time to visit your site as part of your support program. The service level you choose determines the frequency. This service call will entail an evaluation of your existing system and its performance, discussion of any new objectives or initiatives, and the introduction of any new services or technologies that may be beneficial to your workflow.
IO Integration, Inc. • 20480 Pacifica Drive, Suite 1C, Cupertino, CA 95014 • 408 996-3420 • www.iointegration.com © 2011 IO Integration, Incorporated. All rights reserved. This material is for informational purposes only. All trademarks are property of their respective owners. REV 20100903
Support Options
PLATINUM M
GOLD
SILVER
Phone Support
24 Hour Coverage
Extended 12/5
Standard 8/5
Emergency Support
24 Hour Coverage
24 Hour Coverage
24 Hour Coverage
Remote Support
24 Hour Coverage
Extended 12/5
Standard 8/5
Remote Monitoring
24 Hour Coverage
Extended 12/5
Not Available
Online Heldesk
Yes
Yes
Yes
Ticket Escalation
High
Medium
Not Available
Monthly
Quarterly
Semi-Annually
$2,750
$1,650
$825
Site Visits Monthly Fee
24/7 emergency coverage for every solution IO Integration supports every product we sell. Hardware, software and custom development. IOI along with our partners offer the most comprehensive support packages on the market.
telephone support
professional services
All IOI Support programs provide access to our engineers and are available during standard business hours in your local time zone through our main support number. Extended coverage is available.
IOI is always available to our customers to provide workflow consultation and collaboration, as well as advanced systems configuration and development as a part of our Professional Services. Our clients can receive a discount for these services based on their level of support program.
remote support and system monitoring All IOI Support programs include Remote Support, which enables our engineers to log into your system to assist with troubleshooting and resolving problems remotely. Our Gold and Platinum level programs include System Monitoring, which involves setting up your system to automatically notify our engineers with any errors.
online helpdesk All IOI Support programs include access to IOI’s Online Helpdesk. This tool offers the convenience of opening support tickets through a web browser where they can be monitored for progress. These tickets can also be searched, viewed, or updated across a company, the nation, or worldwide. Weekly and monthly reporting of support activity are also included as part of the Online Helpdesk. Gold and Platinum customers receive automatic ticket escalation which guarantees accelerated response from one of our technical support specialists
site visits
Our Professional services include the following: technology infrastructure review business process automation and application integration business continuity planning and virtualization disaster recovery onsite resources project management training For more information on IOI’s Professional services and how we can improve your workflow efficiency, contact our sales team at [email protected].
An IOI representative will schedule a time to visit your site as part of your support program. The service level you choose determines the frequency. This service call will entail an evaluation of your existing system and its performance, discussion of any new objectives or initiatives, and the introduction of any new services or technologies that may be beneficial to your workflow.
IO Integration, Inc. • 20480 Pacifica Drive, Suite 1C, Cupertino, CA 95014 • 408 996-3420 • www.iointegration.com © 2011 IO Integration, Incorporated. All rights reserved. This material is for informational purposes only. All trademarks are property of their respective owners. REV 20100903
