6.1 Customer Support
Q. What type of support comes with InSite?
InSite provides customer support through the following channels: Web-based support 24/7, toll-free help-desk 8AM-5PM PST, and email support requests.
Q. What is InSite's escalation response model?
Please follow the Services & Support link on our website to see a detailed description of our escalation response procedures.
Q. How is error handling managed? How do you prioritize error handling (e.g. by hours or days with a specific fix turnaround time, or by other methods)?
InSite Surveys applies application monitoring to all active accounts. Error handling is managed online.
Q. What guarantees are offered for correcting system or application errors?
We exceed industry all standards for response times related to service and support requests. Please follow the Services & Support link on our website to see a detailed description of our escalation response procedures.
Q. Does InSite have disaster recovery and other business-continuity provisions?
Yes! Our backup storage back-end is a fully redundant SAN utilizing high speed drives to protect against data corruption and data loss due to drive corruption or failure. Proactive alerts enable us to fix redundancy problems before they ever happen. We use the award-winning Veritas Netbackup product which allows virtually unlimited disaster recovery possibilities. Also, our disaster recovery software alerts us of any backup issues or failures before a problem arises. This allows us to be proactive in troubleshooting issues to ensure restorable data is there when needed.