Care
A dependable support line for smaller teams and on-premises deployments
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Quoted annually for your deployment
- Functional issue resolution
- Configuration guidance
- Security and maintenance updates
- Quarterly support summary
Help that understands your operation.
Every hosted RunIntelX plan includes product support. These optional packages add faster escalation, proactive reviews and dedicated engineering capacity when your operation needs more.
Already on a hosted plan?
Your existing response commitment remains included. Choose an
enhanced package only if you need extended coverage, proactive
assistance or reserved engineering time. Sign in to raise and track
an operational support ticket; new customers can create a free account
from the sign-in page.
Optional support packages
Choose the operating cover you need.
Pricing is scoped against your deployment, operating hours and expected support volume. Final coverage, response targets and exclusions are confirmed in a written support schedule.
Priority
Faster escalation for business-critical systems used across shifts and sites
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Scoped to users, sites and operating hours
- Everything in Care
- Priority incident queue
- Monthly system health review
- Release and upgrade planning
Dedicated
Reserved expertise for multi-site and business-critical operations
Let's scope it
Built around your runbook and escalation policy
- Everything in Priority
- Reserved engineering capacity
- Proactive monitoring and reviews
- Custom escalation and recovery runbook
Clear boundaries
Included support versus enhanced cover.
Product support keeps the system working. Enhanced support adds speed, capacity and proactive operational attention.
| Service | Hosted plan support | Enhanced package |
|---|---|---|
| Product defects and incidents | Included | Included with priority routing |
| Configuration guidance | Included | Included with scheduled reviews |
| Response commitment | Defined by your subscription plan | Enhanced or SLA-backed |
| Proactive system health reviews | Not standard | Available |
| Reserved engineering capacity | Not standard | Dedicated package |
| New features and custom development | Quoted separately | Quoted or drawn from reserved capacity |
How support works
One owner from report to resolution.
Tell us the operational impact
We classify the issue by business impact, collect the evidence once and give you an owner and next update time.
Fix the cause, not only the symptom
Your support engineer reproduces the issue safely, restores the workflow and documents the permanent correction.
Close the loop with your team
Important incidents end with a plain-language summary, follow-up actions and any training or monitoring changes required.
Support questions
Yes. Every hosted subscription includes product support at the
response level shown on the pricing page. Enhanced packages are
optional and add coverage, escalation or proactive services.
Yes. Care is the usual starting point for on-premises and lifetime
licence deployments. We confirm server access, backup ownership
and infrastructure responsibilities in the support scope.
Bug fixes and configuration guidance are support. New features,
reports, integrations and process changes are scoped separately,
unless your Dedicated package reserves engineering capacity for them.
We price against deployment type, number of sites, operating hours,
response commitment, support volume and any reserved engineering
capacity. You receive the coverage and exclusions in writing.
Build the right cover
Start with your operating hours and worst failure mode.
We will map the package to your actual deployment and send a written support scope—without hiding normal product support behind an add-on.