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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 to our Imagicle Care Gold and Platinum plan to have the best services for your company. Extended Support periods, predetermined response times, remote and proactive support, 24x7x365 support coverage and much more.

imagicle

A dedicated team

A team of specialists are 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
(min fee 500 EUR/USD)
 

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

22%

per year,
(min fee 1,000 EUR/USD)
 

BASIC +

Remote Support

Proactive Support (from Winter 2020)

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

Bank Holidays
and Saturday support

1st level support (option)

 

 

Request

The most purchased
 

30%

per year,
(min fee 5,000 EUR/USD)
 

GOLD +

On-call duty
out of business time
with dedicated PIN

A professional ready to give
you advice on software upgrades,
migrations, and more

 

 

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
+1 305 5013030

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
+1 305 5013030

 

IMAGICLE
+39 0584 943232

 

IMAGICLE
+971 436 05197


support.imagicle.com

 

 

SLA

Service Level Agreement.

ImagicleCare Gold and Platinum subscribers have priority compared to Basic subscribers.

  Imagicle Support Imagicle Support Imagicle Support

Priority and maximum response time

 

IMAGICLECARE
BASIC

Max reaction time

IMAGICLECARE
GOLD

Max reaction time

IMAGICLECARE
PLATINUM

Max reaction time

P1 CRITICAL - SEVERE IMPACT

Application/system is compromised. 
Significant loss of service.

Next Business Day

< 60 minutes

< 60 minutes

P2 HIGH - SIGNIFICANT IMPACT

Application/system runs discontinuously.
Reduction of Services.

2 Business Days

< 2 working hours

< 2 working hours

P3 MEDIUM - MINOR IMPACT

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

Best Effort

< 4 business hours

< 4 business hours

P4 LOW - MINIMAL/NONE IMPACT

Application/system run without
or very little service impediment.

Best Effort

< 8 business hours

< 8 business 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. 

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Where to find it
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Always a season ahead.

Three seasonal releases each year,
based on your suggestions, 

grant you best-in-class
collaboration tools.

DISCOVER THE ROADMAP

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