Professional Services Terms and Conditions

InProcess Consulting LLC d.b.a. IPC Global Services (“IPC Global”) is a Georgia corporation, USA.  IPC Global primary office address is 4080 McGinnis Ferry Road, Suite 1304, Alpharetta, GA 30005 USA.

 

IPC Global is an authorized Value-added Re-seller (VAR) for the proposed technologies. A primary value we add is our professional services. Each vendor has trained and in most cases certified IPC Global colleagues to implement, train, and support of their technologies. The terms and conditions to which we provide such professional services are prescribed below.

Consulting Services

Client engages  Inprocess Consulting LLC d.b.a. IPC Global Services ("Solution Provider") to perform the services as agreed upon on the IPC Global Engagement Letter or Client MSA with SOW.  Reference these documents for our Consulting Services Terms and Conditions.

 
 

Managed Services

Client engages  Inprocess Consulting LLC d.b.a. IPC Global Services ("Solution Provider") to perform the services as agreed upon on the IPC Global Engagement Letter or Client MSA with SOW.  Reference these documents for our Managed Services Terms and Conditions.

Training Services

Client engages  Inprocess Consulting LLC d.b.a. IPC Global Services ("Solution Provider") to perform the services as agreed upon on the IPC Global Engagement Letter or Client MSA with SOW.  Reference these documents for our Consulting Services Terms and Conditions. If Qlik Training Course is being delivered, then Qlik Educations Services Terms (https://www.qlik.com/us/license-terms​) take precedence.

 
 

Vendor Support Services

IPC Global Enterprise Services will provide Level 1 Standard Vendor support via the website at support.ipc-global.com.  Customers will register key users and IPC Global Enterprise Services will accept their registration. Customers will submit a ticket online or email support@ipc-global.com documenting their issue. IPC Global Enterprise Services will initiate contact via email or phone call and determine whether a conference call, face-to-face, or web-based meeting (e.g., via Skype or GoToMeeting) is required to collect additional details. An attempt will be made at that point to resolve the issue and close the ticket. IPC Global Enterprise Services will rank the severity of the issue (see below), and escalate unresolved issues to Qlik Support or internally to senior level consultants as needed.  

Enterprise Support Services

IPC Global Enterprise Services will provide Enterprise support via the website support.ipc-global.com.  Customers will register key users and IPC Global Enterprise Services will accept their registration. Customers will submit a ticket online or email support@ipc-global.com documenting their issue. IPC Global Enterprise Services will initiate contact with customer and determine whether a conference call, face-to-face, or web-based meeting (e.g., via Skype or GoToMeeting) is required to collect additional details. An attempt will be made at that point to resolve the issue and close the ticket. IPC Global Enterprise Services will rank the severity of the issue (see below), and escalate unresolved issues to AWS or internally as needed. 

IPC Global Enterprise Services will maintain contact with the customer throughout the ticket triage.  Case status updates can be viewed at will by registering and viewing case history online.  Initial response time is not a guarantee of issue resolution within stated response time; resolution times will vary from issue to issue.

 

The issue severity matrix for AWS issues is defined as follows: