Ideagen Support Service Level Agreement (SLA)
Who is this article for?All Ideagen customers requiring software support.
An active support contract is needed.
Ideagen provide support covering the use and implementation of our products. Support can be accessed through Ideagen Help, or via telephone/e-mail if this service is available for your product.
The hours of Support availability varies based on the product and the terms of the support contract you have purchased.
The table below outlines the hours of availability for each product and provides a link to the details of the Service Level Agreement (SLA).
|
Product |
Availability |
SLA |
|---|---|---|
|
AIXpert/AuditXpert |
Monday - Friday: 09:00 - 18:00 (UTC+8) |
|
|
CompliSpace |
Monday - Friday: 09:00 - 17:00 (AEST/AEDT) |
|
|
Coruson |
24/7 |
|
|
Dart |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Disclose |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Easysite |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
EHS |
24/5 |
|
|
EHS Scannell |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Huddle |
Monday - Friday: 08:00 to 02:00 (UTC) |
|
|
Mail Manager |
Monday - Friday: 07:00 to 18:00 (UTC) |
|
|
Medforce |
Monday - Friday: 09:00 to 20:00 (EST) |
|
|
InPhase |
Monday - Friday: 08:30 to 17:30 (UK time) |
|
|
Internal Audit |
Monday - Friday: 09:00 to 01:00 (UTC) |
|
|
Internal Audit (CEE) |
Monday - Friday: 09:00 to 17:00 (UTC+2) |
|
|
Internal Audit MK |
Monday - Friday: 09:00 - 23:00 (UTC) |
|
|
OSHENS |
Monday - Friday: 09:00 to 18:00 (UTC) |
|
|
PatientFirst |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
PleaseReview |
24/7 |
|
|
Quality Control (Professional) |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Quality Control (Supplier Portal) |
24/7 |
|
|
Quality Management (Essentials) |
Monday - Friday: 09:00 to 17:00 (EST) |
|
|
Quality Management (Professional) |
24/7 |
|
|
Qualsys EQMS |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Retain |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Risk Management |
Monday - Friday: 8am to 5:30pm (UTC) |
|
|
Smartforms (Essentials) |
Monday - Friday: 09:00 to 17:00 (UTC) |
|
|
Smartforms (Professional) |
Monday - Friday: 08:00 to 20:00 (EST) |
|
|
WorkRite |
Monday - Friday: 09:00 to 17:00 (UTC) |
All software supplied by Ideagen offers free software upgrades with a valid support contract which will provide new and enhanced functionality, as well as fixes for any software issues identified.
In certain circumstances, there may be a professional or technical service charge for configuration of the software.
Need to reach out for support?
You can find information in our Contacting Ideagen Support article.