Enterprise Master License Agreement

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Definitions

  1. Definitions
  2. Grant of License; Support
  3. Software and Documentation
  4. Fees
  5. Warranties
  6. Indemnification
  7. Limitation of Liability
  8. Confidentiality
  9. Publicity
  10. Term; Termination
  11. Assignment
  12. Client’s Responsibilities
  13. Client Data

  1. Schedule 1
  2. Schedule 2

  1. Definition of Incident Categories
  2. Service Level Response Times
  3. Service Level Procedures
  4. Accessing the Intelledox Support Portal

  1. Definitions

    As used in this Agreement, the following terms have the meanings set forth below:

    Affiliate
    Means an entity that Controls, is Controlled by or is under common Control with a party.
    Confidential Information
    Means the information identified in Section 7, below.
    Control
    Means the ownership of more than fifty percent (50%) of an entity’s stock or other voting interest.
    Documentation
    Means the current technical and user documentation for the Software that may be modified from time to time to incorporate Enhancements.
    Enhancements
    Means the updates, upgrades, modifications, new releases, patches, fixes and other corrective programming to the Software that are delivered to Customer as part of Support.
    Environments
    Means the type of computer environment the Licensed Products is authorized to be used, such as Production Environment, Test Environment, DR Environment or other environments, as set out in Schedule 1.
    Licensed Products
    Means the Software and any applicable Enhancements.
    License Term
    Means the term of the license to the Licensed Products set out in Schedule 1.
    NWP
    Means the total insurance premiums written by an insurance company Client over an applicable twelve (12) month period less premiums ceded to reinsurance companies, plus any reinsurance assumed.
    Quick Start Services
    Means the installation and implementation services that may be set out in Schedule 1.
    Schedule(s)
    Means the schedules attached to this Agreement.
    Service Provider
    Means the use of the Licensed Products to perform services for entities other than Client.
    Software
    Means the computer software identified in Schedule 1.
    User
    Means an individual authorized by Client to use the Licensed Products regardless of whether the individual is actively using the Licensed Products at any given time.
    Warranty Period
    Means the ninety (90) day period following initial delivery of the Software.
  2. Grant of License; Support

    1. Licensed Products

      Intelledox hereby grants Client a non-exclusive, non-transferable license to use the Licensed Products purchased through reseller during the License Term in accordance with this Agreement. The grant of rights hereunder to the Licensed Products is not a sale of the Licensed Products. Intelledox and its third party providers reserve all rights not expressly granted by this Agreement.

    2. Support

      Support shall be provided by Intelledox.

  3. Software and Documentation

    1. Scope of License

      1. The Licensed Products shall be used in the Environments, by up to the number of Users and subject to any additional license limitations, as set out in Agreement between Client and Reseller.
      2. Unless permitted in a Schedule, the Licensed Products shall only be used by and for the benefit of Client and Client shall not use the Licensed Products as a Service Provider.
    2. Limitations

      1. Client shall not copy the Licensed Products or Documentation except to make a reasonable number of copies of the Licensed Products solely for back-up or disaster recovery purposes. Client must reproduce all copyright, trademark, trade secret and other proprietary notices in such copies. The back up or disaster recovery copies shall only be used to perform disaster recovery testing or if the Computer becomes inoperative.
      2. Client shall not:
        1. make derivative works of the Licensed Products;
        2. allow any person, other than its employees, agents or representatives , to access and use the Licensed Products  or Documentation; provided, however, prior to permitting any third party agent or representative to access and use the Licensed Products, Client shall require such third party agent or representative to agree in writing to only use the Licensed Products during the License Term on behalf of Client in accordance with the Agreement and to maintain all Confidential Information of Intelledox in strict confidence. Client shall remain responsible for such third party’s use of the Licensed Products as authorized herein;
        3. disassemble, decompile, reverse-engineer, or otherwise attempt to view or access the source code to the Licensed Products;
        4. copy, reproduce or transmit to the public any of the Licensed Products or Documentation;
        5. attempt to unlock or bypass any initialization system, encryption methods or copy protection devices in the Licensed Products;
        6. modify, alter or change the Licensed Products;
        7. alter, remove or obscure any patent, trademark or copyright notice in the Licensed Products; or
        8. use components of a Licensed Product independent of the Licensed Products they comprise.

        Any modifications, alterations or changes to the Licensed Products, unless authorized by Intelledox, will terminate the warranties provided herein and Intelledox may, at its sole discretion, terminate Support for such Licensed Products.

  4. Fees

    Per the terms of Agreement between Client and Reseller.

  5. Warranties

    1. General

      Intelledox represents and warrants that it has the necessary authority to grant the licenses and perform all its obligations pursuant to this Agreement.

    2. Software; Support

      Intelledox represents and warrants that during the Warranty Period the Licensed Products shall perform all material functions set out in the applicable Documentation and shall otherwise operate in substantial accordance with such Documentation. If, during the Warranty Period the Licensed Products fail to comply with this warranty, Client must notify Intelledox in writing of any alleged defects with the Licensed Products. Intelledox will have thirty (30) days from receipt of such notice or an additional period of time as reasonably agreed to by the parties to correct such defects in accordance with the Software Support Policy. If Intelledox is unable to timely correct such defects, Client may elect to terminate the license to such Licensed Products. If Client terminates the license to such Licensed Products during the Warranty Period in accordance with this Section, Client will, as its exclusive remedy, receive a refund of all fees previously paid for such Licensed Products.

    3. Virus

      Intelledox represents, warrants and covenants that to the best of its knowledge after utilizing commercially available virus-checking software, the Licensed Products as delivered to Client will be free from computer software viruses, worms, trap doors, back doors or other functions (collectively, “Virus”) that detrimentally interferes with or otherwise adversely affects Client’s use of the Licensed Products. Upon detection of a Virus, Client will promptly notify Intelledox and Client will use its best commercial efforts to mitigate against any damages or effects caused by the Virus. Intelledox will use its best commercial efforts to promptly eliminate such virus. NOTWITHSTANDING ANYTHING TO THE CONTRARY, THE LICENSED PRODUCTS MAY CONTAIN A DISABLING DEVICE TO PREVENT USE OF THE LICENSED PRODUCTS BEYOND THE TERM OF THE LICENSE OR IN BREACH OF A LICENSE RESTRICTION SET OUT IN A SCHEDULE.

    4. Disclaimer

      INTELLEDOX DOES NOT WARRANT THAT THE LICENSED PRODUCTS WILL OPERATE ERROR-FREE OR THAT INTELLEDOX WILL CORRECT ALL PRODUCT ERRORS. EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH IN THIS AGREEMENT, THE LICENSED PRODUCTS ARE PROVIDED “AS IS” AND INTELLEDOX AND ITS THIRD PARTY SUPPLIERS DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE LICENSED PRODUCTS AND SERVICES FURNISHED UNDER THIS AGREEMENT, INCLUDING BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, RELIABILITY COURSE OF DEALING, COURSE OF PERFORMANCE OR USAGE IN TRADE. INTELLEDOX WILL NOT BE LIABLE FOR ANY CLAIMS OR DAMAGES CAUSED BY THE UNAUTHORIZED USE OF THE LICENSED PRODUCTS OR ACTS OF ABUSE OR MISUSE BY CLIENT. IN ADDITION, INTELLEDOX WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE IN CONNECTION WITH OR ARISING OUT OF THE INTERRUPTION OR LOSS OF USE OF THE LICENSED PRODUCTS OR THE LOSS OR CORRUPTION OF CLIENT’S DATA OR FILES PROCESSED OR STORED BY THE LICENSED PRODUCTS.

  6. Indemnification

    1. Intellectual Property

      Intelledox shall indemnify, defend and hold Client, its officers, directors and employees, harmless from all losses, damages, costs and expenses to the extent they arise out of any claim by a third party that the Licensed Products, when used in accordance with the Documentation and in compliance with the terms of this Agreement and the applicable Schedules, infringe or misappropriate any copyright, trade secret or United States trademark or United States patent. Intelledox will have control of the defense and will defend at its own expense, any claim or litigation to which this indemnity relates, including the right to settle any such claim. Client must notify Intelledox promptly of any such claim and provide reasonable cooperation to Intelledox, upon Intelledox’s request and at Intelledox r’s cost, to defend such claim. Client may elect to participate in the defense of any claim with counsel of its choosing at its own expense.

    2. Remedies

      If the Licensed Products are subject to a claim of infringement or misappropriation, or if Intelledox reasonably believes that the Licensed Products may be subject to such a claim, Intelledox reserves the right to: (i) replace the Licensed Products with functionally equivalent software; (ii) modify such Licensed Products while retaining substantively equivalent functionality; (iii) procure at no cost to Client the right to continue to use such Licensed Products; or (iv) if the foregoing is not commercially reasonable, direct Client to terminate use of such Licensed Products. If Intelledox directs Client to terminate use of such Licensed Products (or a permanent injunction is issued against such use), Client will immediately terminate such use and Client’s remedies, in addition to the indemnification set out herein, will be limited to a pro rata refund of the license fees previously paid for such Licensed Products that are subject to the infringement or misappropriation claim based on a term of sixty (60) months following execution of this Agreement or the applicable Schedule.

    3. Exclusions

      Intelledox  will have no obligation to indemnify Licensee under Section 6.1 if the infringement or misappropriation results from Client’s (i) modification of the Licensed Products; (ii) combination, operation or use of the Licensed Products with non-Intelledox software products if such claim of infringement or misappropriation would have been avoided had such combination, operation or use not occurred; (iii) use of the Licensed Products in breach of this Agreement or a Schedule; or (iv) use of other than the most current release of the Licensed Products if such claim of infringement or misappropriation could have been avoided by Licensee’s use of such current release of the Licensed Products, provided Intelledox delivered such superseding version to Client and notified Client of the need to use such version.

  7. Limitation of Liability

    1. Cap on Liability

      EXCEPT FOR INTELLEDOX’S LIABILITY ARISING UNDER SECTION 6 (INDEMNIFICATION), CLIENT’S LIABILITY UNDER SECTION 3 (SOFTWARE AND DOCUMENTATION) AND EITHER PARTY’S LIABILITY UNDER SECTION 8 (CONFIDENTIALITY), EACH PARTY’S TOTAL LIABILITY TO THE OTHER PARTY, IN TORT, CONTRACT OR OTHERWISE RELATING TO THIS AGREEMENT OR A SCHEDULE, SHALL BE LIMITED TO THE AMOUNT OF FEES PAID BY CLIENT TO INTELLEDOX DURING THE PRECEDING 12-MONTH PERIOD.

    2. Exclusion

      EXCEPT FOR LIABILITY ARISING UNDER SECTION 6 (INDEMNIFICATION) AND SECTION 8 (COFIDENTIALITY), UNDER NO CIRCUMSTANCES SHALL EITHER PARTY BE LIABLE FOR ANY SPECIAL, CONSEQUENTIAL, INCIDENTAL OR INDIRECT DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOSS OF PROFITS, REVENUE, DATA OR USE, EVEN IF THE OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE.

  8. Confidentiality

    1. Definition

      Confidential Information shall mean all confidential and proprietary information of either party, including its Affiliates  (the “Disclosing Party”) that is disclosed to the other party or to which such party gains access in connection with this Agreement (the “Receiving Party”),  including but not limited to: (i) customer and prospect lists, names or addresses, existing agreements with Disclosing Party and business partners; (ii) pricing proposals, financial and other business information, data processes and plans; (iii) research and development information, analytical methods and procedures, hardware design, technology (including the Licensed Products), financial information, personnel data; (iv) information concerning the customers and potential customers of either party; (v) business practices, know-how, marketing or business plans; (vi) this Agreement, Schedules, Documentation, Software Support Policy, and training materials; and (vii) any other information identified in writing as confidential or information that the receiving party knew or reasonably should have known was confidential.

    2. Duty of Confidentiality

      The Receiving Party shall: (i) hold the Disclosing Party’s Confidential Information in strict confidence, and apply at least the standard of care used by the Receiving Party in protecting its own Confidential Information, but not less than a reasonable standard of care, and shall not disclose such Confidential Information to any third party, except as permitted under this Agreement; and (ii) not use any Confidential Information of the Disclosing Party except as reasonably required to exercise its rights or perform its obligations under this Agreement. Each party shall cause its employees, subcontractors, agents and, if permitted, Affiliates, who require access to such Confidential Information to abide by such obligations.

    3. Exclusions

      The foregoing obligations set out in Section 8.2 shall not apply to information that:  (i) is already public or becomes available to the public through no breach of this Agreement; or (ii) was in the Receiving Party’s lawful possession before receipt from the Disclosing Party; or (iii) is lawfully received independently from a third party who is not bound by a confidentiality obligation; or, (iv) is independently developed by or on behalf of the Receiving Party without use of any Confidential information. If the Receiving Party is compelled to disclose the Confidential Information by a governmental agency or a court, the Receiving Party will give the Disclosing Party reasonable notice to enable such party to try to protect the confidentiality of the Confidential Information. Upon written request of the Disclosing Party, the Receiving Party shall promptly return or destroy all Confidential Information in its possession and certify its destruction in writing, provided, however, that the Receiving Party may retain one (1) copy of the returned or destroyed items for archival purposes in accordance with its records-retention policies and subject to this Section.

    4. Right to Injunction

      The Disclosing Party may be irreparably damaged if the obligations under this Section 8 are not enforced and such party may not have an adequate remedy in the event of a breach by Receiving Party of its obligations hereunder. The parties agree, therefore, that the Disclosing Party is entitled to seek, in addition to other available remedies, an injunction restraining any actual, threatened or further breaches of the Receiving Party’s obligations under this Section 8 or any other appropriate equitable order or decree.

  9. Publicity

    Subject to Client’s consent, which will not be unreasonably withheld, delayed or denied, Intelledox may prepare a press release, case study or other material regarding Client’s use of the Licensed Products. Except as provided herein, neither party will use the name of the other party in publicity releases or similar activity without the consent of the other party, provided, however, Intelledox may include Client’s name in any client list.

  10. Term; Termination

    1. Term.

      This Agreement will commence as of the date set forth above and will continue in effect until terminated as set forth in this Agreement.

    2. Termination for Cause

      1. Either party may, by written notice, immediately terminate this Agreement if the other party commits a material breach of this Agreement and fails to cure such breach within 30 days of receipt of a notice detailing the breach.
      2. Intelledox may terminate this Agreement upon written notice to Client upon the occurrence of any of the following events:
        1. a receiver is appointed for Client or its property,
        2. Client makes a general assignment for the benefit of its creditors,
        3. Client is unable to pay its debts as they become due,
        4. Client commences, or has commenced against it, proceedings under any bankruptcy, insolvency or debtor’s relief law, if such proceedings are not dismissed within 60 days, or
        5. Client is liquidating, dissolving, or ceasing to do business in the ordinary course.
    3. Events of termination

      1. Upon:
        1. (i) expiration of a License Term to any of the Licensed Products, unless such license is renewed; or
        2. (ii) termination of this Agreement, Client will immediately cease use of the applicable Licensed Products and delete and/or remove all copies of such products from its servers, terminals and other computer systems and promptly return or destroy all copies of the Licensed Products and Confidential Information in Licensee’s possession in accordance with Section 8. If requested, Client will certify in writing to Intelledox or its designee compliance with the foregoing.
    4. Survival

      Sections 3 (Software and Documentation), 4 (Fees), 5 (Warranties), 6 (Indemnification), 7 (Limitation of Liability), 8 (Confidential Information) and other sections that by their nature are intended to survive, shall survive termination of this Agreement indefinitely or to the extent set out therein.

  11. Assignment

    Client shall not transfer or assign any of its rights or obligations under this Agreement without the prior written consent of Intelledox, which consent will not be unreasonably withheld, delayed or denied. Any such transfer or assignment without Intelledox’s written consent will be void and of no force and effect.

  12. Client’s Responsibilities

    Personnel

    Client shall ensure its personnel are trained in the operation of the Licensed Products and that the Licensed Products are used for its intended purpose and in accordance with the Documentation.

  13. Client Data

    Client is responsible for the input and maintenance of Client data onto the hardware platform used with the Licensed Products and for maintaining effective back-up procedures such as may be necessary to replace any Client data in the event of loss or damage regardless of cause. Intelledox shall not be responsible or liable for any loss, cost, expense or damage suffered by Client arising from or in connection with Client’s input or maintenance of its data, or its failure to maintain effective back-up procedures in accordance with this Section 13.


SCHEDULE 1

Per details of Purchase Order between Client and Reseller


SCHEDULE 2

SUPPORT SERVICES

  1. OVERVIEW OF SUPPORT SERVICES

      1. Client will obtain Support Services for the Licensed Products for the initial term set forth in Schedule 1. Following such initial term and continuing during the License Term, Client may elect to purchase additional Support Services in twelve (12) month terms at Intelledox’s then current rates in accordance with this Schedule 2.
      2. Support Services consist of:  (i) reasonable amounts of telephone support to assist Client with the use of the Licensed Products in accordance with the Software Support Policies; (ii) Enhancements provided to other Clients of the Licensed Products who have paid for Support Services for the current maintenance term; and (iii) the correction of errors or non-conformities with the Licensed Products in accordance with the Software Support Policies. All telephone support shall only be provided in English. Support may also be provided through Intelledox’s website or by e-mail.
      3. Support Services for the Licensed Products may be terminated by Client prior to the end of a term upon notice to Intelledox. Intelledox may terminate Support Services for the Licensed Products upon at least ninety (90) days written notice to Client prior to the end of any term or upon one hundred eighty (180) days written notice to Client for any superseded versions of the Licensed Products or if the Licensed Products are licensed for use on an operating system or computer that is no longer supported by their developer or manufacturer.
      4. If Client terminates or declines to renew Support Services for the Licensed Products and subsequently elects to renew Support Services, Client will pay to Intelledox the applicable fees for the total period of non-Support and for the subsequent twelve (12) month renewal term.
  2. SUPPORT PROCEDURES

      1. Intelledox will log all problems with the Software reported by Client in accordance with the procedure set out in herein. Upon identification of any error, Client shall provide Intelledox with enough information to reproduce the error. If Intelledox is unable to replicate the problem, Intelledox will request a second sample. If Intelledox is still unable to replicate the problem from this second sample then Intelledox will close the reported problem. Intelledox will notify Client as soon as possible if it determines that no error exists or if Intelledox is unable to reproduce the reported problem.
      2. Client will appoint a “lead user” to co-ordinate internal product support within Client’s organization and to act as a single point of contact with Intelledox’s Support team.  A lead user may be the single point of contact for multiple sites within the Client’s organization.
      3. Intelledox shall use all reasonable endeavors to correct any Error in the Software, with a level of effort commensurate with the Error Severity Levels as determined by Intelledox, within the Resolution Time, identified below. If Intelledox is unable to correct a reported error or non-conformity that is classified in the Support Guidelines as a production emergency or serious problem within thirty (30) days following notice from Client or an additional period of time reasonably agreed to by the parties, Client may terminate Support Services for such Licensed Products and receive, as its sole and exclusive remedy, a pro-rata refund of the fees paid for Support Services for the balance of the existing maintenance term.
      4. Intelledox releases Enhancements from time to time in its sole discretion. Typically. Major releases are released once a year and minor releases may be released throughout the year. Point releases may be released between minor releases to address specific functionality issues. All releases shall be furnished at no cost to Client if current on annual fees for Support. Intelledox supports the latest major release of the Software and the major release version of the Software immediately preceding the latest version.
      5. Support does not include any training services and the offering of any such services shall be at the sole discretion of Intelledox and subject to additional fees as agreed to by the parties.
  3. CLIENT OBLIGATIONS

    1. Intelledox’s provision of Support is contingent on Client’s compliance with the following additional obligations:
      1. Client’s personnel shall be trained in the operation of the Software, have knowledge and experience of software products sufficient for proper interaction with Intelledox technical staff in matters of support of the Software.
      2. Client shall provide Intelledox with sufficient documentation, data, details and assistance with respect to any reported errors so as to enable Intelledox to reproduce and verify the same as an error.
      3. Client shall install all Enhancements, including all fixes, patches and upgrades in accordance with any reasonable instructions issued by Intelledox.
      4. Client shall assist Intelledox to diagnose and correct reported errors by providing: (a) reasonable access (on-site or remote as requested by Intelledox) to the applicable Software, the computer Environment and hardware on which such Software is installed and operating; (b) all relevant documentation and records, including sample output and other diagnostic information and (c) personnel trained in the operation of the Software who have authority to implement remedial actions as instructed by Intelledox. Client acknowledges that failure to provide such assistance will affect Intelledox’s ability to achieve the relevant Resolution Time.
      5. Client shall maintain a current backup copy of all of its programs and data. In addition, Client shall implement procedures for the protection of information and the implementation of backup facilities in the event of errors or a malfunction of the Software.
      6. Client acknowledges and agrees that the Support Fees are based on the application of the limitations described in this Agreement. Client further acknowledges that Client will be solely responsible for all maintenance and support of its own software, data and equipment as well as the Environment and hardware platform configuration it may be using in conjunction with the Software. Intelledox shall have no liability for any loss or corruption of any such software, data, equipment, Environment and/or the hardware platform configuration, however caused.
  4. EXCLUSIONS FROM SUPPORT

    1. Intelledox shall have no obligation to provide Support in connection with any error, questions or problems that arise from:
      1. any modification, customization, alteration or addition to Software, or attempt thereof, made by Client (excluding configuration changes to Client’s database permitted by the Documentation or at Intelledox’s direction);
      2. use of the Software:
        1. in a manner other than described in the user help menus
        2. in conjunction with software, equipment, or an operating environment that was not the Environment, or
        3. in any way not permitted under the Agreement;
      3. the negligence or misconduct of any User;
      4. any patch or upgrade to the Operating Environment, or other hardware or software, unless Intelledox has notified Client of its support for such patched or upgraded Operating Environments;
      5. the malfunction of any element of the Operating Environment, or any equipment not provided by Intelledox;
      6. failure by Client to implement reasonable recommendations in respect of or solutions to Errors previously advised by Intelledox;
      7. changes to the Operating Environment, operating software or other hardware or software not authorized by Intelledox or use of an Environment or hardware platform configuration which is inconsistent with the stated supported platforms or
      8. the creation or correction of custom Actions, Custom Questions, API integration issues, etc.
  5. CONSULTING SERVICES

    Intelledox may, at its option, offer to perform troubleshooting, error correction, diagnostic or other services relating to the matters described in this Schedule 2 at its then current professional services rates. Client shall reimburse Intelledox, at Intelledox’s then current professional services rates, for all time spent troubleshooting an error that Intelledox determines was caused by one of the conditions set forth in this Schedule 2, but was not identified as such until after Intelledox began troubleshooting the Error.

  6. CONTACT INFORMATION

    There are three ways to contact Support.

    eMail us:ixsupport@intelledox.com
    Visit the Intelledox Support Portal:http://ixsupport.intelledox.com
    or, Phone our US Offices:888.576.6428 ext 3

    The preferred method of communication is email or the Intelledox Support Portal except that all Category A Errors must be reported to Intelledox by telephone. All communications with Intelledox customer support will be in English.

  7. HOURS OF SUPPORT

    Support will be provided on a 24×7 support, excluding Federal holidays.


Definition of Incident Categories

Category A IncidentSoftware is unavailable and cannot be accessed or used.
Category B IncidentSoftware as a whole can be accessed but one or more of the services cannot be accessed and users cannot carry out their planned work
Category C IncidentAn incident that is inconvenient for the user, but where there is a workaround that does not disrupt the planned workload.
Category D IncidentAn incident which has a minor impact on the Software which can be endured without interruption to the planned workload.

Service Level Response Times

The following table provides estimated response and fix times, during business hours, for each category of incident.

Service Measure

Initial Response Time

Fix Time
(estimated)

Permanent
Fix
(estimated)

Category A Defect

4 hours

24 hours

15 days

Category B Defect

8 hours

3 days

Next Release

Category C Defect

online submission only

Future release

Future release

Category D Defect

online submission only

Future release

Future release

Service Level Procedures

For Category A & B Defects, please follow the following procedure:

  • Call the toll free number provided above.
  • Review the problem with the Support Desk Representative to properly categorize your problem as a “Critical” issue.
  • Critical incidents are considered to be incidents that are business critical (i.e. the software does not operate correctly or where a serious error prevents the ongoing use of the software and there is no workaround).
  • All business critical incidents will be escalated to the highest priority and we will work with you until the issue is resolved or there is a suitable work-around.
  • Should delays occur in resolving problem, your organization may escalate as follows:
  • Sales Executive
  • Sales Vice President
  • President, North America

For Category C & D Defects, please follow the following procedure:

  • General incident support (Category C & D) can be accessed via the Online Service Centre. All incidents must be reported via the Online Service Centre, and to provide contact points for follow up and resolution. If your support level permits your organization to report Category C Defects via the telephone, please call toll free number above.
  • You can also access the Online Service Centre to:
  • Download patches and new releases;
  • Gain information relating to future release schedules;
  • Gain access to existing Tip Sheets and Frequently Asked Questions;
  • Log suggestions and comments for consideration in future versions

Accessing the Intelledox Support Portal

The Intelledox Support Portal can be accessed by Registered Users, who have a current Support Subscription in place and who are using the most current release of the Software. The Support Portal is available 24 hours/7 days a week for: logging incidents; downloading patches and fixes; accessing frequently asked questions and user manuals. Intelledox recommends that one or two users, who are working with the Software regularly and are central to key decisions about the software, be nominated as Registered Users. Please contact the Help desk on +1 888.576.6428 ext. 3 to set up your Registered Users.

Registered Users are given the authority to Log an incident at the Intelledox Support Portal via http://ixsupport.intelledox.com .

An ‘incident’ is a single issue or question. If you have more than one incident, please log each one individually. Once the incident is logged, a Service Consultant will assess it and respond accordingly.