> Pricing & Reponse-Time

InSite subscriptions include unlimited email support incidents at no charge. In the event that you require additional hosted service support, InSite offers custom agreements that can be tailored to meet your specific requirements.

Individual Support Incidents
Email Resolved through email Included
Phone Resolved through email and telephone $99
Emergency Initial response within one hour $199
Data Migration Assistance transferring data to/from external system $299

Response-Time by Priority

Priority Response-Time
Critical Immediate acknowledgement, ongoing investigation and assistance until problem is resolved in a manner agreed upon by company and customer.
Major Immediate acknowledgement, ongoing investigation and assistance until problem is resolved in a manner agreed upon by company and customer.
Moderate Immediate acknowledgement, ongoing investigation and assistance until problem is resolved in a manner agreed upon by company and customer.
Minor Acknowledgement within 1 business day.
Enhancement Acknowledgement within 5 business days.

Priority Definitions
Critical The following occur in a typical situation and no reasonable workaround has been identified. The application crashes. Incorrect values are calculated or no data is calculated. An essential or commonly used piece of functionality works incorrectly or does not work. A non-essential piece of functionality works incorrectly or does not work, but a piece of essential functionality is dependent upon it.
Major The following occur in an atypical situation and no reasonable workaround has been identified. The application crashes. Incorrect values are calculated; no data is calculated. An essential or commonly used piece of functionality works incorrectly or does not work. A non-essential piece of functionality works incorrectly or does not work, but a piece of essential functionality is dependent upon it.
Moderate An essential piece of functionality does not work and a reasonable workaround has been identified. A bug occurs that is not critical, major or minor. A non-essential piece of functionality works incorrectly or does not work, and no reasonable workaround has been identified.
Minor A non-essential piece of functionality works incorrectly or does not work, and a reasonable workaround exists.
Enhancement Request for new or different features or functionality to current or future version of the application.