ImagicleCare Basic

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Support > Support & Maintenance Plans > ImagicleCare Basic

Overview|Panoramica
SLA|SLA
Documents|Documenti
Free Period|Periodo Gratuito

We care about your communication.		Included with every product
Choosing an Imagicle product, you made an important investment for your Business; still your investment can be further optimised according to how your application is managed day by day, in order to achieve have top efficiency for you to have the services you need, the moment you need them. Imagicle has developed for you a complete technical support and maintenance program that will understand your need and will assist you in any situation.		Protects your investment in our solutions thanks to ImagicleCare Basic technical support. Basic services are provided for all our products for 12 or 36 months starting from the application registration (see terms in Free Period section), after which period renewal is possible to extend ImagicleCare Basic for additional 12 months.

Full support

A professional team ready to take your requests in 5 languages

ImagicleCare basic program includes a number of services that guarantees full support

Minor software update thanks to automatic Live update
Telephone support +39 0584 943232 or Skype Imagicle
E-mail support: support@imagicle.com
Web support with knowledge base dedicated access

Priority	Impact on client	Application status
Critical	Severe	application/system is compromised. Consistent loss of service occurs.
High	Significant	application/system runs discontinuously. Reduction of Services occurs.
Medium	Minor	application/system runs with a moderate loss of services. Expedients allow to continue one’s work without prejudice
Low	Minimal/None	application/system run without or very little service impediment

Imagiclecare Basic services offer a team of specialists supporting 5 languages (Italian, English, German, Franch and Spanish). In case of severe cases, our Research and Development team can take action directly.

Defined reaction priorities

ImagicleCare Basic services include priority definition based on how severe the issue is. The reaction time depends on the request priority and the work load of the Helpdesk department.
Imagicle will endeavour to satisfy the customer requirements although a minimum reaction time cannot be guaranteed. Generally speaking, critical issues are processed during the working day.

If you are looking for a more advanced support services, with determined nd guaranteed reaction time, you can subscribe to ImagicleCare Gold support program, available in 2 versions.

Service Level Agreement ImagicleCare Basic

Imagicle shall provide Basic level services according to hereunder described priorities.
Imagicle will endeavour to satisfy the client requirements but does not offer a guaranteed reaction time.
Generally, critical tickets are processed within one working day.
ImagicleCare Gold subscribers have priority compared to Basic subscribers

Priority	Impact on client	Application status
Critical	Severe	application/system is compromised. Consistent loss of service occurs.
High	Significant	application/system runs discontinuously. Reduction of Services occurs.
Medium	Minor	application/system runs with a moderate loss of services. Expedients allow to continue one’s work without prejudice
Low	Minimal/None	application/system run without or very little service impediment.

The service is active during our opening hours: 8.30am-12.30am and 2pm-6pm GMT+1, Monday to Friday (bank and national holidays excluded).

Document Name	DocType	Language
ImagicleCare Basic	Brochure	ITA
ImagicleCare Basic	Brochure	ENG

Support & Software Maintenance included

Every Imagicle product includes ImagicleCare Basic, software maintenance and best effort technical support service from a team of specialists ready to listen to you in 5 different languages (Italian, English, German, French and Spanish).

ImagicleCare Basic includes services granting a post-installation support for the first 12 or 36 months starting from the date of the first registration.

Period included	Product
12 months	all the Imagicle products excluded those listed below
36 months	Blue's Professional Blue's Hotel Pro Blue's One CTI TAPI Blue's Voice Memory

After this initial free period, you need to subscribe a support plan for a continuous maintenance and support of our product.
If you are longing for a more advanced support service, with predetermined and guaranteed response time and complete upgrades to the minor and major future software releases, you can subscribe to ImagicleCare Gold support & maintenance program. Learn more...

Support for all trial versions

Imagicle support is also granted during the 30 day evaluation period for every application and includes all ImagicleCare Basic services.

Warrant and support on hardware products

All Imagicle hardware products are covered by a 12 month warranty.

Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorised for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device. This same procedures applies in case of expired warranty.

ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products.