Overview

INFITERRA Logo

Infiterra support plans

Empowering your success with expert guidance, fast resolution, and 24/7 support that scales with your business.

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Value-driven partnership

  • Check Onboarding & training: Get expert-led sessions to ensure a smooth transition.
  • Check AI-driven system monitoring: Automatic detection and resolution of potential issues.
  • Check Dedicated account management: A single point of contact to align our platform with your evolving business needs.
  • Check 24/7 technical assistance: Our team is available anytime to resolve issues quickly.
  • Check Regular product updates: Stay ahead with continuous feature enhancements and security improvements.
  • Check Business health checks: Periodic reviews to ensure you’re maximizing the platform’s potential.

Starter

Ideal for non-critical, low-volume support needs.

Included with all Infiterra accounts

Includes:

  • Check Online chat support
  • Check Get help / ask questions:
  • Minor issue: 09:00-17:00
    (response time: 3 business days)
  • Major issue: 09:00-17:00
    (response time: 2 business days)
  • Critical issue: 09:00-17:00
    (response time: next business day)
  • Check Troubleshooting:
  • Critical issue: 09:00 - 22:00
    (response time: 4 hours)
  • Major issue: 09:00 - 17:00
    (response time: next business day)
  • Minor issue: 09:00 - 17:00
    (response time: 2 business days)

Premium

Perfect for teams that need occasional expert help and quick troubleshooting without long-term commitment.

5 or 10 hours of service/month

Includes:

  • Check Troubleshooting via remote access
  • Check Online chat support
  • Check Get help / ask questions:
  • Minor issue: 09:00-17:00
    (response time: next business day)
  • Major issue: 09:00-17:00
    (response time: 4 hours)
  • Critical issue: 09:00-22:00
    (response time: 4 hours)
  • Check Troubleshooting:
  • Critical issue: 24x5
    (response time: 4 hours)
  • Major issue: 09:00 - 22:00
    (response time: 4 hours)
  • Minor issue: 09:00 - 17:00
    (response time: next business day)

Premium Plus

Best for larger, mission-critical operations needing priority handling, and 24/7 coverage.

25 hours of service/month

Includes:

  • Check Troubleshooting via remote access
  • Check Online chat support
  • Check Get help / ask questions:
  • Minor issue: 09:00-22:00
    (response time: next business day)
  • Major issue: 09:00-22:00
    (response time: 4 hours)
  • Critical issue: 24x5
    (response time: 4 hours)
  • Check Troubleshooting:
  • Critical issue: 24x7
    (response time: 2 hours)
  • Major issue: 24x5
    (response time: 4 hours)
  • Minor issue: 09:00 - 22:00
    (response time: next business day)

List of supported services

  • Check Upgrade to the latest release (for on premise customers, as well)
  • Check Configuration guidance and performance troubleshooting (for on premise customers, as well)
  • Check Custom reports
  • Check Custom notifications
  • Check Basic storefront customization (logo changes, color palette changes, advanced CSS rules, or use of JavaScript)
  • Check Administrative jobs: whatever a BSS administrator can do (excluding billing reconciliation)
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