Technical Support

 

Support and API Monitoring

All Intel Services customers enjoy Intel Services' 24/7 Standard Support and Monitoring services at no additional charge. Intel Services' world-class, dedicated support team is famous for proactively working with customers to optimize API performance and delivery.

Upgrade to Gold Support & Monitoring

Customers with more stringent requirements are encouraged to upgrade to Intel Services' 24/7 Gold Support and Monitoring, which includes faster response times, more telephone support, and more frequent monitoring. Either way, Intel Services works with you as a dedicated partner to ensure that your API performs at optimal levels.

24/7 Monitoring

DescriptionStandardGold
24/7 status checkEvery 20 minutesEvery 5 minutes
Endpoints monitored18+
Notification SLA45 minutes15 minutes

 

Production Support

DescriptionStandardGold
Online & EmailYesYes
Telephone supportPriority 1 (P1): 24/7; P2-P4: Business Hours*P1 & P2: 24/7; P3-P4: Business Hours*
Named support contacts15
Response timeStandard SLAGold SLA (2x as fast)
Semi-monthly support briefingNoYes
Escalation procedureNoneCustom

*Business help desk hours are 9am-5pm Pacific