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From human to virtual receptionist. A short overview.
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Work stress-free with ImagicleCare
Top support and maintenance for your apps. Always.
Choose your plan.
Basic, Gold, Platinum: 3 support plans available to cover the needs and requirements of any business, from small to international. Choose the one that works best for you!
A team made of (happy) people.
Security, maintenance, correct functioning. A team of experts will take care of it, always with a smile on their faces. In critical cases, the R&D team will join to help.
3 seasonal updates.
Winter, Spring, Summer: new functionalities, security updates, and bug fixes 3 times a year, automatically delivered if you choose Cloud deployment.
Ticketing and clear response times.
Detailed service level agreementsbased on your plan and the impact of the issue, and a dedicated portal to see, manage, follow your open support tickets.
We speak your language.
Our support team is ready to assist you in 7 languages: English, Italian, Spanish, French, German, Portuguese, Arabic. Forget about linguistic barriers, we've got you covered.
Exclusive services.
Traditional support isn't enough for us. With ImagicleCare, you can benefit from exclusive services such as Proactive support, dedicated expert, 24/7/365 coverage.
Choose your plan.
Basic, Gold, Platinum: 3 support plans available to cover the needs and requirements of any business, from small to international. Choose the one that works best for you!
A team made of (happy) people.
Security, maintenance, correct functioning. A team of experts will take care of it, always with a smile on their faces. In critical cases, the R&D team will join to help.
3 seasonal updates.
Winter, Spring, Summer: new functionalities, security updates, and bug fixes 3 times a year, automatically delivered if you choose Cloud deployment.
Ticketing and clear response times.
Detailed service level agreementsbased on your plan and the impact of the issue, and a dedicated portal to see, manage, follow your open support tickets.
We speak your language.
Our support team is ready to assist you in 7 languages: English, Italian, Spanish, French, German, Portuguese, Arabic. Forget about linguistic barriers, we've got you covered.
Exclusive services.
Traditional support isn't enough for us. With ImagicleCare, you can benefit from exclusive services such as Proactive support, dedicated expert, 24/7/365 coverage.
Happy stories from happy customers.
The customers who trusted our support service gave us a satisfaction index of 9,8 out of 10! Take a look at their direct testimonial.
"I was pleasantly surprised when I received an email from Imagicle that the Billing server wasn't reachable. This alerted me that I should check in with the client, which later confirmed that they had issues with their environment. So, this was very proactive from the Imagicle side and from ours, in perspective to the client support."
Tiberie Kirijas
Senior Network Engineer at Asseco
"I was pleasantly surprised when I received an email from Imagicle that the Billing server wasn't reachable. This alerted me that I should check in with the client, which later confirmed that they had issues with their environment. So, this was very proactive from the Imagicle side and from ours, in perspective to the client support."
Tiberie Kirijas
Senior Network Engineer at Asseco
“Imagicle support is always available to assist us, thus helping to drastically reduce the learning time of the apps. We are really happy of our experience with Imagicle.”
Joseph Mullany
Telecommunications Project Manager at Janney
“Imagicle support is always available to assist us, thus helping to drastically reduce the learning time of the apps. We are really happy of our experience with Imagicle.”
Joseph Mullany
Telecommunications Project Manager at Janney
“One of the finest support services I’ve ever tried.”
David Lawson
IT Analyst at Cubiks
“One of the finest support services I’ve ever tried.”
David Lawson
IT Analyst at Cubiks
"Today, thanks to Imagicle, we can take care of guests from the check-in to check-out, paying full attention to details and guaranteeing a service of excellence."
Joji Chacko
IT Manager at Oberoi
"Today, thanks to Imagicle, we can take care of guests from the check-in to check-out, paying full attention to details and guaranteeing a service of excellence."
Joji Chacko
IT Manager at Oberoi
“A continuously developing business such as ours needs partners that can listen to us and can fulfil our requirements in real time. In Imagicle, we found a reliable partner."
Valeria Rosselli
CFO at Rajapack
“A continuously developing business such as ours needs partners that can listen to us and can fulfil our requirements in real time. In Imagicle, we found a reliable partner."
Valeria Rosselli
CFO at Rajapack
“The choice of the Imagicle operator workstation has made us discover the value of having all apps in just one suite [...] but most importantly, just one partner ready to listen to our requirements who provides us with excellent support."
Matteo Briotto
IT Manager at Gabrielli
“The choice of the Imagicle operator workstation has made us discover the value of having all apps in just one suite [...] but most importantly, just one partner ready to listen to our requirements who provides us with excellent support."
Matteo Briotto
IT Manager at Gabrielli
Pick the perfect one for you.
3 support plans with assistance in 7 languages.
Basic
- Software maintenance
- Software security updates
- SLA - best effort
- Business days support
- Support Portal
Best seller
Gold
- Software maintenance
- Software security updates
- Extended days support
- SLA < 1 hour
- Remote support
- Proactive support
- Support Portal
Platinum
- Software maintenance
- Software security updates
- 24/7/365 support coverage
- SLA < 1 hour
- Remote Support
- Proactive support
- Dedicated expert
- Support Portal
Program details
Basic
Gold
Platinum
SW maintenance and improvements
Bug fixes - 3 seasonal releases
Basic
Gold
Platinum
New features - 3 seasonal releases
Basic
Gold
PlatinumSW Security Updates
OWASP-10
Basic
Gold
Platinum
Vulnerability fixes
Basic
Gold
PlatinumTechnical support
Support Channels
Basic
Gold
Platinum
Web Help Center
Basic
Gold
Platinum
Web-based support via Imagicle Support Portal
Basic
Gold
Platinum
Email support (without guaranteed SLAs)
Basic
Gold
Platinum
Phone support
Basic
Gold
Platinum
Chat support
Basic
Gold
PlatinumOperational model
Basic
Gold
Platinum
Unlimited tickets via web or email
Basic
Gold
Platinum
Remote Support
BasicRemote control support is not available for Basic contracts, so the Customer cannot request a remote session for troubleshooting; however, it is the supporter's option to request a remote session from the Customer if the problem analysis requires it.
Gold
Platinum
On-Site Support
Basic
Optional
On-site support is available only in specific areas and is evaluated on a project-based basis, in consultation with the Customer and based on size and specific needs. In any case, it always provides an on top fee to the chosen care service.
Gold
Optional
On-site support is available only in specific areas and is evaluated on a project-based basis, in consultation with the Customer and based on size and specific needs. In any case, it always provides an on top fee to the chosen care service.
Platinum
Optional
On-site support is available only in specific areas and is evaluated on a project-based basis, in consultation with the Customer and based on size and specific needs. In any case, it always provides an on top fee to the chosen care service.
Level of service
Basic
Gold
Platinum
Priority
Basic
Gold
Platinum
Predefined response time
Basic
Gold
PlatinumLevel of support
Basic
Gold
Platinum
1st Level - end users
Basic
Gold
Optional
Direct user support services, such as customer service operators, are offered on a project-based evaluation basis, in consultation with the Customer, based on the specific size and needs. In any case, it always provides an on top fee to the chosen care service.
Platinum
Optional
Direct user support services, such as customer service operators, are offered on a project-based evaluation basis, in consultation with the Customer, based on the specific size and needs. In any case, it always provides an on top fee to the chosen care service.
2nd level - System administrator (customer/reseller)
Basic
Gold
PlatinumHours and periods of service
Basic
Gold
Platinum
Hours of access
BasicOffice Hours
GoldOffice Hours
Platinum24/7/365
Continuous business hours
Basic
Gold
Platinum
Standard period - Working days
Basic
Gold
Platinum
Extended period - Saturday
Basic
Gold
Platinum
Outside working hours - On-Call duty service
Basic
Gold
Platinum
Bank Holidays
Basic
Gold
PlatinumSpecial Services
Basic
Gold
Platinum
Proactive Support
Basic
Gold
Platinum
Dedicated Expert
Basic
Gold
Platinum
Please note that contract duration may be reduced when the product enters 'End of Support'. Please see https://www.imagicle.com/go/EOL for product 'End of Support' dates.
Basic
Gold
PlatinumWe take care of you in 7 languages.
We take care of you in 7 languages.
Service Level Agreement.
Priority and maximum response time
Basic
Gold
Platinum
P1 Critical - Severe Impact
Application/system is compromised. Significant loss of service.
BasicNext business day
Gold< 60 minutes
Platinum< 60 minutes
P2 High - Significant Impact
Application/system runs discontinuously. Reduction of Services.
Basic2 business days
Gold< 2 working hours
Platinum< 2 working hours
P3 Medium - Minor Impact
Application/system runs with a moderate loss of services. Expedients allow work continuation without damage.
BasicBest effort
Gold< 4 working hours
Platinum< 4 working hours
P4 Low - Minimal/No impact
Application/system runs with little to no service impediment.
BasicBest effort
Gold< 8 working hours
Platinum< 8 working hours
Always a season ahead.
3 seasonal releases per year based on your suggestions, to offer you increasingly advanced and secure solutions.
Your peace of mind is just a click away.
Activate or update your ImagicleCare plan to benefit from exclusive services and get the support you deserve.