Support¶
InteSys provides technical support for all active customers through multiple channels. This section covers how to get help, our SLA commitments, and the escalation process.
Support Channels¶
| Channel | Availability | Best For |
|---|---|---|
| Client Portal | 24/7 | Ticket-based support with tracking and history |
| 24/7 | General inquiries and non-urgent requests | |
| Phone | Business hours (BRT) | Urgent issues requiring immediate attention |
Use the Portal for Fastest Response
Support tickets opened through the Client Portal are automatically routed to the correct team and include your account context, resulting in faster resolution.
Service Level Agreements¶
Response Time SLA¶
| Priority | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable, no workaround | 30 minutes | 4 hours |
| P2 — High | Service degraded, major feature impacted | 2 hours | 8 hours |
| P3 — Medium | Minor feature issue, workaround available | 8 hours | 48 hours |
| P4 — Low | General question, feature request, or cosmetic issue | 24 hours | 5 business days |
Uptime SLA¶
| Service | Uptime Guarantee |
|---|---|
| VPS Cloud Servers | 99.99% |
| IaaS | 99.99% |
| Email Hosting | 99.9% |
| Transactional Email (FrontEngine) | 99.9% |
SLA Credits
If we fail to meet our uptime SLA, eligible customers receive service credits. See your service agreement for specific credit calculations and claim procedures.
Opening a Support Ticket¶
- Log in to the Client Portal
- Navigate to Support > Open Ticket
- Fill in the details:
- Subject: Brief description of the issue
- Priority: Select based on impact (see SLA table above)
- Service: Select the affected product
- Description: Include error messages, timestamps, and steps to reproduce
- Attach relevant files (logs, screenshots, configuration snippets)
- Submit the ticket
Tips for Faster Resolution¶
- Include the exact error message or HTTP status code
- Specify when the issue started and whether anything changed
- Provide server IPs or hostnames involved
- Attach relevant logs (redact sensitive data)
- Mention any troubleshooting steps already attempted
Escalation Process¶
If your issue is not being resolved within the SLA timeframes:
- Update the ticket — Add a comment requesting escalation
- Contact your account manager — For business and enterprise customers
- Email escalation — Send to
[email protected]with your ticket number - Phone escalation — Call our support line and reference your ticket
Maintenance Windows¶
InteSys performs scheduled maintenance during low-traffic periods. Notifications are sent at least 72 hours in advance via:
- Email to the account's primary contact
- Portal announcement banner
- Status page at status.intesys.io
Additional Resources¶
- FAQ — Answers to frequently asked questions
- Contact Information — All ways to reach us
- Free Tools — Self-service diagnostics for email and SSL