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⏳ITRS Support Offerings & SLAs
Overview Copied
ITRS provides structured support plans designed to meet the operational requirements of enterprise environments.
All support services are delivered by our international Product Support Team, experienced specialists with deep industry and product knowledge as well as a strong commitment to service quality and operational continuity.
🧩 Support Plans Copied
ITRS products are available with two support tiers:
- Standard Support
- Weekend Support (Add-On)
If you are an existing customer and would like to upgrade to Weekend Support, please contact your Account Manager.
📊 Plan Comparison Copied
| Feature | Standard Support | Weekend Support |
|---|---|---|
| Number of Incidents | Unlimited | Unlimited |
| Named Contacts | Unlimited | Unlimited |
| Support Coverage | Monday–Friday | Saturday–Sunday |
| Initial Response Target | 2 working hours | 4 working hours |
| Online Self-Help Resources | ✔ | ✔ |
| Online Case Submission | ✔ | ✔ |
| Telephone Technical Support | ✔ | ✔ |
| Remote Assistance | ✔ | ✔ |
| Online Chat | ✔ | ✔ |
🕘 Support Hours Copied
Support is provided during regional working hours:
09:00 – 17:00 (local office time) From the following ITRS locations:
- Manila
- Hong Kong
- Reading
- London
- New York
Weekend Support applies only on Saturdays and Sundays and is limited to Level 1 support, as defined under ITIL service management principles.
🎯 Service Levels Copied
Initial Response Targets Copied
- Standard Support: 2 working hours
- Weekend Support: 4 working hours
Response time refers to the initial engagement from a support engineer and not final resolution.
All cases are prioritised according to business impact and severity classification.
🖥 Remote Assistance Copied
Where appropriate, ITRS may provide remote assistance using:
- Webex
- Microsoft Teams
- Other client-approved screen sharing tools
Remote sessions are offered at the discretion of ITRS technical staff where this is considered the most effective resolution path.
Please note:
- ITRS staff will not take control of client systems.
- Clients must provide appropriately skilled personnel to manage system control during diagnosis.
📦 Product Updates & Enhancements Copied
Access to upgrades, updates, extensions, and product enhancements is governed by the terms of the applicable subscription or maintenance agreement.
📌 Effective Date Copied
The support model described above has been in effect since 1 October 2019 and applies to all relevant ITRS products unless otherwise stated in contractual documentation.