At Idea 11, we take pride in the level of support we offer. Each of our products has a different level of support, with different levels of inclusions. Details of our policies for each of our product lines is below.

• Unmanaged AWS Support Policy
• Managed Services Support Policy
• Ad Hoc Support Policy
• SaaS Support Policy

Logging a support ticket

Support tickets can be logged by email or phone. All urgent requests must be logged via phone.

Email: support@idea11.com.au
Phone: 1300 433 211

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Unmanaged AWS Support Policy

The following support policy applies to:

• AWS Services purchased under an AWS Services Agreement without Managed AWS

Unmanaged AWS Support Features

Support Feature	Details
Hours of support	Standard: 8am - 6pm, AEST (GMT + 10) System down issues / DR events: 24x7x365 (phone only)
Support channels	email or phone
Target initial response time	1 hour for instance down, application down or DR event, within 24 hours for all other issues
Escalation	Through your Account Manager

Unmanaged AWS Support Inclusions / Exclusions

Unmanaged AWS Support Inclusions

Unmanaged AWS Support Exclusions

Assistance with accessing the AWS console Assistance with creating, configuring and performing operations on AWS resources Support on issues encountered provisioning and configuring AWS resources Instance down issues Escalating to and liaising with AWS Support

Application down response Operating system and system software configuration, support and issue resolution Operating system and system software patching / updates Customer application issues Customer initiated downtime Customer application adds/moves/changes Troubleshooting issues with customer premises equipment Professional Services Design and architecture services Project Management Implementation of new systems Programming Performance tuning and application optimisation End user support Product training

If you request support outside of our standard support inclusions, services will be charged to you at our professional services rates.

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Managed Services Support Policy

The following support policy applies to our Managed Services products:

• Managed Services (fixed price)
• TechOps Agreement
• Managed AWS
• Managed Firewall

Managed Services Support Features

Support Feature	Details
Hours of support	As per Managed Services agreement
Support channels	email or phone
Target initial response time	As per Managed Services agreement, depending on issue severity
Escalation	Through your Account Manager

Managed Services Support Inclusions / Exclusions

Managed Services Support Inclusions	Managed Services Support Exclusions
As per scope in customer's Managed Services agreement, e.g.: Monitoring Operational support Patching and maintenance Backup administration Strategy advice	Fixing issues caused by third parties with administrator access Exclusions as per customer's Managed Services agreement Professional Services Design and architecture services Project Management Implementation of new systems Programming Performance tuning and application optimisation Product training

If you request support outside of our standard support inclusions, services will be charged to you at the pre-agreed rates in your Managed Services agreement.

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Ad Hoc Support Policy

The ad hoc support policy applies to services that do not fall under our other support policies. Ad hoc support is uncontracted with no fixed response times.

Ad Hoc Support Features

Support Feature	Details
Hours of support	Standard: 8am - 6pm, AEST (GMT + 10)
Support channels	email or phone
Target initial response time	Best effort response
Escalation	Through your Account Manager

All ad hoc support is charged to you at our professional services rates.

 

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SaaS Support Policy

The following support policy applies to our SaaS products:

• Idea 11 Visitor Management System (VMS); and
• Idea 11 Security Data System (SDS).

SaaS Subscription Maintenance Features

Subscription Feature	Details
Application availability	We endeavour to keep our applications online 24x7x365, including during deployment of bug fixes and new features. However, from time to time we may need to take our applications down for upgrades, maintenance and updates. Whenever possible we will provide advance warning of downtime.
Backups	Our SaaS applications are backed up and sent off-site daily. Daily backups are kept for 30 days and monthly backups for 12 months.
Browser compatibility	The following browsers are supported: - Apple Safari (6 and above) - Google Chrome (latest) - Microsoft Internet Explorer (10 and above) - Mozilla Firefox (latest)
Monitoring	We proactively monitor our SaaS applications 24 x 7 x 365. If application downtime is encountered, the monitoring system will automatically call the engineering team.
Software maintenance	All subscribers to our SaaS applications are kept on the latest released versions of our software. We endeavour to fix bugs that are reported. New features and improvements to existing features are added from time to time to benefit our customers. Feature development is at the discretion of Idea 11, however, customers are invited to request features via our support team.

SaaS Support Features

Support Feature	Details
Hours of support	Standard: 8.30am - 5pm, AEST (GMT + 10) System down issues: 24x7x365 (phone only)
Support channels	email or phone
Target initial response time	Within 24 hours
Escalation	Through your nominated Account Manager

SaaS Support Inclusions / Exclusions

SaaS Support Inclusions	SaaS Support Exclusions
Subscriber end-user support via email or phone Incident support - identifying and troubleshooting problems in the system Root cause analysis Identifying and creating bug reports	Troubleshooting issues with customer premises equipment Support for third-parties to the subscriber (e.g. Agents, Operators) is at the sole discretion of Idea 11. Professional Services Implementation and training services Business process change Development of new features Product training Audits or reviews

If you request support outside of our standard support inclusions, services will be charged to you at our professional services rates.