Support Policy
Learn about our support offerings for CardioLog.
Installation and Configuration
Free support is given during the installation and configuration of the CardioLog Enterprise Trial. Contact us by either submitting a support request or scheduling a support session.
CardioLog Standard
Product upgrades and updates are included in the yearly maintenance fee (20% of the list price of all purchased product components). Upon purchase, Intlock is committed to support the installation and product setup in accordance with the customer's requirements.
Additional support services enable customers to contact Intlock in any event which requires technical assistance, beyond the initial installation. Support services can be purchased on an hourly basis, at any time. The available support packages are:
5 hours - $775
10 hours - $1,500
20 hours - $2,800
The support services are provided through email, phone, and desktop sharing - in compliance with our standard support response times.
Additional support packages are available upon demand. Contact us for more details.
CardioLog Professional and Enterprise
Support for the Professional and Enterprise editions includes product upgrades and updates, as well as support services through email, phone, and desktop sharing. Support fees (yearly) are 20% of the product price. Final rates and delivery times are defined within a binding purchase agreement.
Support Response Times
| Support Area |
Support Method |
Response Time |
| Reporting |
Remote |
3 business days |
| Reporting |
On-site |
10 business days |
| Monitoring |
Remote |
1 business day |
| Monitoring |
On-site |
5 business days |
Support areas:
Reporting - creating and viewing reports
Monitoring - the actual usage data collection
Support methods:
Remote - phone, email or desktop sharing
On-site - requires a technical consultant to arrive at the site
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