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Imagicle Support

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CARE SERVICES

All the support you need.
 

Imagicle

Included in every product

When you purchase an Imagicle product an Imagicle Care Basic plan for 12 months is already included.
You just need to extend immediately or to renew later your service or upgrade to Imagicle Care Gold.

Imagicle

Choose the best service

You can subscribe our Imagicle Care Gold to have the best services for your company. Extended Support periods, predetermined response times, seasonal release and so much more.

imagicle

A dedicated team

A team of specialists able to answer you in 7 languages: Italian, English, German, French, Spanish, Portuguese and Arabic. In critical cases also the R&D team is directly involved for you to have 
"All Hands On".


 
 
PlANS

A plan for every company.

All the services you need to work without worries.

 

 

 

15%

per year
paid annually in advance
 

Best Effort
response time
(avg 2 Business Days)


Business days
Continuous working hours
 


2nd level support (reseller or customer system admin)
 

bug fixing + seasonal releases)

3 local numbers to access support from different areas)

Request

20%

per year
paid annually in advance
 

Top Class response time
(avg 2 hours).
Priority on Basic subscribers.

Business days
Continuous working hours
+ Bank Holidays
and Saturday full support

1st level support (option)
2nd level support (reseller or customer system admin)
+ Remote Support

bug fixing + seasonal releases

3 local numbers to access support from different areas

Request

15%

per year, paid
every 3 years in advance
 

Top Class response time
(avg 2 hours).
Priority on Basic subscribers.

Business days
Continuous working hours
+ Bank Holidays
and Saturday full support

1st level support (option)
2nd level support (reseller or customer system admin)
+ Remote Support

bug fixing + seasonal releases

3 local numbers to access support from different areas

Request

The most purchased
 

13%

per year,
paid every 5 years in advance
 

Top Class response time
(avg 2 hours).
Priority on Basic subscribers.

Business days
Continuous working hours
+ Bank Holidays
and Saturday full support

1st level support (option)
2nd level support (reseller or customer system admin)
+ Remote Support

bug fixing + seasonal releases

3 local numbers to access support from different areas

Request

HOW It WORKS CLIK

FIND OUT ALL DETAILS

 

PLAN COMPARISON GOLD 5
SERVICE TIME

MONDAY TO FRIDAY

7am - 5pm
EST/EDT

Saturday and bank holidays included for Gold plans
7am - 12pm EST/EDT

IMAGICLE
+1 206 2012042

support.imagicle.com

 

 


MONDAY TO FRIDAY

9am - 6pm
CET/CEST

Saturday and bank holidays included for Gold plans
9am - 6pm CET/CEST

IMAGICLE
+39 0584 943232

support.imagicle.com

 

 


SUNDAY TO THURSDAY

9am - 6pm
GST

Saturday and bank holidays included for Gold plans
12pm - 6pm GST

IMAGICLE
+971 436 05197

support.imagicle.com

 

 


Access the support services
choosing the most suitable
service area according
to your timezone.
 

IMAGICLE
+1 206 2012042

 

IMAGICLE
+39 0584 943232

 

IMAGICLE
+971 436 05197


support.imagicle.com

 

 

SLA

Service Level Agreement.

ImagicleCare Gold subscribers have priority compared to Basic subscribers.

  Imagicle Support Imagicle Support

PRIORITY

 

IMAGICLECARE BASIC

Max reaction time

IMAGICLECARE GOLD

Max reaction time

CRITICAL - SEVERE IMPACT

Application/system is compromised. 
Significant loss of service.

Next Business Day

< 60 minutes

HIGH - SIGNIFICANT IMPACT

Application/system runs discontinuously.
Reduction of Services.

2 Business Days

< 2 working hours

MEDIUM - MINOR IMPACT

Application/system runs with a moderate loss of services.
Expedients allow work continuation without damage

Best Effort

< 4 working hours

LOW - MINIMAL/NONE IMPACT

Application/system run without
or very little service impediment.

Best Effort

< 8 working hours

CHECK LICENSE MODULE


Is your ImagicleCare contract active?

You need it in order to open a support ticket or download a new software release. 

DNNImagicleLicenceCheck.Control1
Please, login to verify your license codes.
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Where to find it
Care Pro - Overview

Special plans available for 

Imagicle Hotel - Telcen Blue's Professional.

 

CARE PRO - deatils
roadmap banner

Always a season ahead.

3 seasonal releases each year,
based on your suggestions, 

grant you best-in-class
collaboration tools.

DISCOVER THE ROADMAP

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