INCLUDED per month | |
First level help desk Support supplied to the application user | Supplied by the iC Partner or directly through the FAQ section on the iC SFA website |
Second level help desk Support supplied to the service subscriber manager (max. 2 people). It does not include project support | Supplied to the service manager of the subscriber |
Service coverage The support is available 8 hours per day, from monday to friday, holidays excluded. The time slot in which the support is provided is from 09:00 am to 5:00 pm. | 8 _5 |
Trouble ticket support Support delivered through the portal available at http://support.icatalogue.com | |
Maximum number of tickets per year Maximum number of tickets that can be opened in one year through the portal or with telephone support | 24 |
Telephone support Telephone support | |
Maximum number of telephone support hours per year Maximum number of hours that can be used in one year for telephone support | |
Maximum ticket acquisition time Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request | 12 hours |
Maximum response time Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated. | 24 hours |
€ 135 per month | |
First level help desk Support supplied to the application user | Supplied by the iC Partner or directly through the FAQ section on the iC SFA website |
Second level help desk Support supplied to the service subscriber manager (max. 2 people). It does not include project support | Supplied to the service manager of the subscriber |
Service coverage The support is available 8 hours per day, from monday to friday, holidays excluded. The time slot in which the support is provided is from 09:00 am to 5:00 pm. | 8 _5 |
Trouble ticket support Support delivered through the portal available at http://support.icatalogue.com | |
Maximum number of tickets per year Maximum number of tickets that can be opened in one year through the portal or with telephone support | unlimited |
Telephone support Telephone support | |
Maximum number of telephone support hours per year Maximum number of hours that can be used in one year for telephone support | 8 hours |
Maximum ticket acquisition time Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request | 8 hours |
Maximum response time Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated. | 12 hours |
€ 225 per month | |
First level help desk Support supplied to the application user | Supplied by the iC Partner or directly through the FAQ section on the iC SFA website |
Second level help desk Support supplied to the service subscriber manager (max. 2 people). It does not include project support | Supplied to the service manager of the subscriber |
Service coverage The support is available 8 hours per day, from monday to friday, holidays excluded. The time slot in which the support is provided is from 09:00 am to 5:00 pm. | 8 _5 |
Trouble ticket support Support delivered through the portal available at http://support.icatalogue.com | |
Maximum number of tickets per year Maximum number of tickets that can be opened in one year through the portal or with telephone support | unlimited |
Telephone support Telephone support | |
Maximum number of telephone support hours per year Maximum number of hours that can be used in one year for telephone support | 24 hours |
Maximum ticket acquisition time Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request | 6 hours |
Maximum response time Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated. | 8 hours |
CONTACT SALES per month | |
First level help desk Support supplied to the application user | Supplied by the iC Partner or directly through the FAQ section on the iC SFA website |
Second level help desk Support supplied to the service subscriber manager (max. 2 people). It does not include project support | Supplied to the service manager of the subscriber |
Service coverage The support is available 8 hours per day, from monday to friday, holidays exclude. The time slot in which the support is provided is from 09:00 am to 5:00 pm. | 8 _5 |
Trouble ticket support Support delivered through the portal available at http://support.icatalogue.com | |
Maximum number of tickets per year Maximum number of tickets that can be opened in one year through the portal or with telephone support | unlimited |
Telephone support Telephone support | |
Maximum number of telephone support hours per year Maximum number of hours that can be used in one year for telephone support | 48 hours |
Maximum ticket acquisition time Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request | 4 hours |
Maximum response time Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated | 6 hours |
Milan
Via G. Mengoni 4
20121 Milan
italy@icatalogue.com
Tel. +39 02 7631 7631
Bayern (HQ)
Lerchenweg, 1
83123 Amerang
germany@icatalogue.com
Tel. +49 (0)8075 298 0677
1. GENERAL
iCatalogue GmbH, considers its users “privacy” of basic importance and guarantees that the treatment of personal data is carried out in respect of the rights and fundamental liberties, and dignity of the subject, with particular reference to confidentiality, personal identity and right of personal data protection.
For such reason, iCatalogue GmbH has adopted and implemented a Privacy Policy for all that concerns the management of the website and newslettering system with reference to the treatment of users’ personal data.
This information is given in Italy abiding by art. 13 of D.Lgs. n. 196/2003 ("Personal Data Protection Matters Code”).
Please read the following Privacy Policy and control it periodically with attention in order to check on possible updates or revisions that may become necessary.
2. INFORMATION COLLECTION
The present Privacy Policy applies to personal data collected through our website, your telephone communications/requests, e-mail or fax, meetings with our employees on our/your premises, visits at trade shows and/or conventions, your requests for telephone or e-mail contact, your technical/promotional/marketing documentation.
Through the voluntary newsletter service registration process, iCatalogue GmbH collects personal data such as: name, surname, company, professional qualification, e-mail address.
Through the www.icatalogue.com website, iCatalogue GmbH:
IT systems and software procedures that enable the functioning of the www.icatalogue.com website acquire, during their customary use, a series of personal data the transmission of which is implicit in the Internet communication protocols (i.e, users’s IP address or domain name of the computer through which the web is accessed, the requested resources’ URL, time of request or session duration, method ued to submit query to server, the dimension of received files, the numerical code concernign the status of the server’s response and other types of information regarding the user’s operating system and IT environment). iCatalogue GmbH uses such technologies exclusively for the collection of statistics on the website’s use (i.e. total number of visitors on sites, number of visitors per single web page, domain name origin of visitors’ internet service provider).
iCatalogue GmbH uses the personal data collected online in order to offer products and/or services through mailing lists, marketing and advertising, promotional activities for the management of marketed products’ tech support.
iCatalogue GmbH provides customers an easy way to oppose the sending of proposal or information deliveries through e-mail.
You may ask to interrupt the forwarding of such information, proposals and/or offers simply requesting their cancellation.
All information, proposals and/or offers that you will receive by e-mail from iCatalogue GmbH will inform you on how to oppose a future sending.
3. COMMUNICATION AND/OR CIRCULATION OF PERSONAL DATA
We will not “circulate” your data, thus meaning their disclosure to unidentified subjects, in any way, not even by making them available open to consultation.
iCatalogue GmbH, also, manages the information in its website in cooperation with other partners, from which it may receive personal data related to the users of such information.
These online cooperations are governed by specific contracts involving an adequate protection level of treated personal data.
iCatalogue GmbH will not surrender, neither on payment nor for free, personal data of its users to unauthorised third parties.
iCatalogue GmbH guarantees that treatment through electronic tools are executed reducing the use of personal and identification data to the minimum, limiting its use to when strictly necessary tothe achievement of the purposes for which they have been collected.
iCatalogue GmbH also guarantees the adoption and observance of specific security measures to prevent the loss of data, potential illicit or incorrect use of same and unauthorised access.
User data is stored by iCatalogue GmbH until the eventual cancellation order by the interested subject.
We also remind you that, as prescribed in Italy by art. 7 of D.Lgs. n. 196/2003, you may exercise towards iCatalogue GmbH the following rights:
It is each appointed user’s responsibility to guarantee and check the title and custody of their own password and relevant website reserved areas’ access codes.
The present Privacy Policy may be updated and/or changed in order to implement and/or conform to national, EU, international laws or to keep pace with technological innovation.
Updates and/or changes to which the present Privacy Policy will be subject will be published on this webpage and made constantly available through the hypertext link on the www.icatalogue.com website, so that interested subjects may be fully informed about the use being made of their personal data supplied through the www.icatalogue.com website.
4. RESPONSIBLE OF TREATMENT
The responsible for the treatment of personsal data collected through the www.icatalogue.com website is iCatalogue GmbH, handler of the iCatalogue service.
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