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Intranet Support

When you become an ElevatePoint customer, you’re in good hands with a dedicated team to assist you.

Standard software support services include:

  • Help during core business hours with portal ticket tracking and submission
  • Unlimited number of support tickets
  • Community of people, documentation, and technical resources (from knowledge base to forums)
  • Thought leadership, including ideas to increase intranet adoption and change management
  • Product updates and an opportunity to determine future features
Feature Standard support
Hours 8 a.m. - 5 p.m. Mountain Time
Monday - Friday
Support term 1 year
Product upgrades Yes
Product service packs Yes
Contact method Email/Web
Response method Telephone/Email/Web
Remote support Available for business critical issues
Root cause analysis Available for business critical issues
Number of support requests Unlimited
Support scope Products only; SharePoint issues handled as separate services
Target response times
  • Critical (Severity 1): ASAP - within 4 hours non-business days, 1 hour business days
  • Major (Severity 2): 4 business hours
  • Minor (Severity 3): 1 business day
  • Cosmetic (Severity 4): 1 business week

 

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Contact support

Support portal

support.elevatepoint.com
Access our support portal to manage your tickets, view our documents and chat with each other.

Email

[email protected]
Send us an email to automatically create a support ticket. We’ll notify you of updates via email.

rob colwill ceo
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