Support Response Policy
Effective Date:
Purpose:
In8Sync is dedicated to providing our customers with timely and effective support for any inquiries or issues related to our software products. This policy outlines our standards and procedures for addressing support requests.
Scope:
This policy is applicable to all personnel within the Support Department as well as clients who hold licensure agreements with In8Sync.
Definitions:
Severity level
Severity 1: Critical: Business Down / Emergency
Severity 2:, Important: Business Integration is impacted but have a work around until resolved
Severity 3: Minor: Minor impacts to business
Severity 4: Change Request: Customer requested enhancements, new work or changes
Severity 5: Question: General questions
Policy and Procedures:
Support is managed within NetSuite, allowing clients to access assistance by submitting a support case through the In8Sync Customer Portal. To do this, clients need to log in at https://in8sync.com.
To ensure timely and effective support, customers need to:
Provide Clear Information: Include all relevant details, such as error messages, screenshots, log files, and steps to reproduce the issue.
Be Responsive: Respond to follow-up questions or requests for additional information from our support team promptly.
In8Sync Support operates Monday through Friday, from 8 AM to 5 PM Mountain Time. Outside of these hours, we will make every effort to provide an initial case response within 24 hours.
Our team is dedicated to addressing issues promptly, prioritizing them based on their severity.
In8Sync Support reserves the right to adjust the severity level of a case to ensure it accurately represents the requests submitted.
Please note that if there is a significant period of inactivity—whether due to a resolution being provided or awaiting a response from the customer—the support case will be closed.
Review and Revision:
This policy will be reviewed and updated as necessary to reflect changes in company operations or legal requirements.