Service Levels

  • Intacct has a goal of providing system availability 24 hours per day, seven days per week, and 365 days per year. Intacct guarantees 99.8% availability and will provide a 10% credit for each percentage point below the availability target, up to a maximum of 50% of your monthly subscription amount.
  • In the event of a disaster, Intacct guarantees that no more than two hours of data will be lost.
0
Days a Year of Service
0%
Availability
0hr
Less than 2 hours lost

Support

Cargas will provide first-level support for your use of Intacct software. You can submit a support case through a dedicated customer portal (http://customercare.cargas.com or a dedicated support hotline (currently 888-204-0101).
Cargas will provide an initial response to your request within four business hours. Cargas monitors the dedicated e-mail and telephone accounts outside regular business hours and will respond to emergencies as soon as practicable.
As an additional benefit with your Intacct subscription, Cargas includes its services for any support request that can be completed within fifteen minutes. Cargas also includes its services in opening support requests on your behalf directly with Intacct and communicating the Intacct support team’s response.
If you elect to request support directly from Cargas that is not included in the previous paragraph, you will be billed on a time and material basis in accordance with your Master Services Agreement.

Intacct Product Roadmap

  • Intacct promises to communicate with you regularly to assure that you are up-to-date on product development plans, new features, and scheduled maintenance. Intacct will communicate:
A quarterly view of its six-month product release roadmap
Immediate notification of delays to scheduled features with revised delivery dates
An announcement of new features on its user home page and in quarterly e-mail newsletters

Final Guarantee

If for any reason you decide to leave Intacct, you own your data. Intacct will help you to get your data out of their systems, or you may preserve your data on the system for as long as you like for a nominal fee.

Further Details

Further details regarding Intacct’s service levels and warranties are published by Intacct here:

http://online.intacct.com/rs/intacct/images/pb_buy_with_confidence.pdf; and

http://us.intacct.com/endusertermsandconditions/termsofservice.pdf