Support

You can send any queries concerning iLangL Cloud to support@ilangl.com or directly through the iLangL Cloud ticketing system. We offer support to localization managers or any other person responsible for the translation. As we usually work with companies who hire LSPs for their localization needs, we offer support to LSPs too. This won’t lead to any extra costs. License fees are fixed and do not depend on the number of queries from a company.

Support Time: European Business Hours (from 9 AM CET to 5 PM CET), on all European business days excluding Netherlands statutory Holidays.

New Releases

The new releases of iLangL Cloud will be applied automatically. There is no need for the client development effort.

Special Development Needs

iLangL Cloud is a highly customizable system, we could process any change requests from the client, however, this would require extra costs which would be estimated and pre-agreed.

Urgent Work

Content export and import are processed instantly, so the time of finishing the urgent task (such as press releases, news, etc.) will mostly depend on the speed of the translation provided by a translation company.

Ticket Resolution Time

Ticket resolution time depends on the priority of an issue. Take a look at our SLA below.

iLangL SLA

iLangL platform availability

iLangL target platform uptime = 95.5%, calculated monthly on a 24/7 basis, excluding planned maintenance. The iLangL platform is monitored for availability, with automatic escalation/remediation in case of unavailability.

The maintenance time for iLangL Cloud is scheduled for every Saturday and Sunday between 2 and 3 PM.

iLangL commits to informing COMPANY support staff about any unscheduled platform unavailability of 15 min or more and to communicate remediation plan.

Priority 1 Problem

A Priority 1 problem is any problem caused by the products which renders the client’s production environment totally unproductive, or which severely impacts the client’s operation. iLangL will commit its support and development personnel to an immediate resolution of a Priority 1 problem. A Priority 1 problem will take precedence over all other problems.

Priority 2 Problem

A Priority 2 problem is any problem caused by the products which caused the degradation of performance or function of the client’s operation, or which is of an intermittent nature and has a significant impact on the client’s operation.

Priority 3 Problem

A Priority 3 problem is any problem caused by the products causing non-critical degradation of performance or function or is of an intermittent nature which has a low impact on the client’s operation.

Priority 4 Problem

A Priority 4 problem is a question, general inquiry regarding the products, system, or a software update.  The support department is not obliged to provide a solution to a request which concerns a modification to a product that is unrelated to non-compliance to the product’s documentation.

Service level agreement for response times – hosting platform support

Target platform uptime = 95.5%, calculated monthly on a 24/7 basis, excluding planned maintenance

Service level agreement for response times – application support