Q/ What is included in I-BN Cloud Support?
A/ Cloud support includes unlimited technical infrastructure support. Infrastructure support refers to the physical hosting environment, operating system and connecting to the I-BN Cloud.
I-BN provides private cloud hosted customers a 30 day development environment (one time per year) for upgrades, patches, development, or for any purpose at no charge. Extensions are available for standard infrastructure service rates. I-BN will install applications or provide a duplicate image of the server as part of this standard benefit. Application support such as, but not limited to, error messages within the software are not included in the unlimited infrastructure support. I-BN works with the partner community to provide additional comprehensive service packages which may include application support.
Public cloud customers receive application upgrade services as part of the infrastructure service. Application upgrades are provided to all customers within a public cloud service unit on a scheduled basis with a minimum of 30 days notice. Emergency application support may be required as directed by the application publisher.