ICEpdf SLA Options

ICEpdf Pro Service Level Agreement Options

The following summarizes the Service Level Agreement Terms for ICEpdf Standard and Premium SLA levels.

Standard SLA Terms
Software Update Notification
Yes
Technical Alerts
Yes
# of Support Cases
5
Support Interface
Email / Support Portal
Emergency Response Time*
24 Hr.
Response Times *
B1 – 1 Day
B2 – 2 Days
B3 – 7 Days
B4 – 15 Days
Emergency Patches
N/A
Custom Builds
N/A
License Indemnification
N/A
# of Supported Developers
1
Premium SLA Terms
Software Update Notification
Yes
Technical Alerts
Yes
# of Support Cases
Unlimited
Support Interface
Email / Support Portal / Phone / Remote Desktop
Emergency Response Time*
4 Hr.
Response Times*
B1 – 4 Hours
B2 – 1 Day
B3 – 5 Days
B4 – 10 Days
Emergency Patches
Yes
Custom Builds
Yes
License Indemnification
Yes
 # of Supported Developers
1

 

*Commercial Support Hours:  Weekdays 8 AM – 7 PM EST.
A copy of the ICEsoft End User License Agreement terms and conditions can be found here.

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