You can review frequently asked questions in our Help Center, email any questions or concerns, product issues, or ask for advice. Our stellar Support Services team is here to help you in any way possible! Intranets are our passion. At the end of the day, we measure our success by your success. Our team is equipped to help you learn our software and leverage your intranet with best practices and ideas to set you up for intranet success.

Should you come across an issue that you do not find the answer to online, or the site is down, you can call our Support Services Team between 7am-5pm Pacific Time; however, please note that we try to serve all customers quickly, so we attempt to keep phone calls short and as productive as possible. If need be, we will escalate your issue to a Product or Technical Expert. If you do come across a screen error or your issue is difficult to communicate, please email screen snaps to our Support Services team as we can often identify the problem with a screen snap. A picture says a thousand words!

You can reach us by email at support@intranetconnections.com, toll-free (N. America) at 1-888-924-9770, or 604-924-9770.


Service Levels

Defect Impact Initial Human Response Resolution or Workaround
Severity 1 (Urgent): Site down, corruption data loss, or Defect that (a) causes loss of, or significant impairment of, a business-critical function, (b) creates or poses a material risk to the security or integrity of your data, property or equipment, or (c) creates or poses a material risk to the safety or security of any person. One Business Hour Two Business Days
Severity 2 (High): Defect that results in (a) some user inconvenience, or (b) loss or impairment of important functionality other than business-critical functionality. Two Business Hours Ten Business Days
Severity 3 (Normal): General questions, or a Defect that results in (a) minor user inconvenience, or (b) loss or impairment of non-critical or non-important functionality. Four Business Hours Commercially Reasonable Efforts

Responses to Defects will be guided by the combined Severity reported and the Priority internally set by us. We believe balanced approach gets the best results as opposed to strict service level agreements and tiered models. All times are measured from your initial submission of a ticket in our support management system.


Supported Versions

Generally, we will do our best to answer any Questions no matter what version of the product you are on. Product updates in the form of hotfixes or patches will be reserved for versions released within the last few years. We strive to maintain backward compatibility between upgrades and to provide a smooth migration process for you, on a timeline that suits your organization.

Hotfix and Patch supported versions:

  • Version 14.0 (Intranet Insights and Analytics)
  • Version 13.5 (Policy Assist)

Have specific questions about our Web Server Requirements for your intranet?

Please email us at clientservices@intranetconnections.com or call us directly at 604-924-9770.