Services
& Support

Worldwide Response Center

InterSystems‘ Worldwide Response Center (WRC) provides expert technical assistance to our clients 24 hours a day, 7 days a week. The product specialists that staff the WRC are dedicated to the philosophy: “The Client Sets the Standard.” This means:

  • The client determines the priority of the problem.
  • The client determines when a request is closed.
  • The client is asked to give feedback about the quality of support received.

The WRC is headquartered in Cambridge, MA, with product specialists around the world to provide expert, multilingual, 24 x 7 support for all InterSystems products. Our goal is to provide the best client service possible, and to help our clients be successful using our products and technologies.

Contact InterSystems Worldwide Response Center at:


WRC Availability

You can access the WRC online, by phone, or by email.

Online:

WRC Direct 
Clients may log and track the progress of support requests by using WRC Direct, InterSystems‘ online support system.

WRC Direct enables clients to:

  • Open new support requests
  • See the history and actions for requests
  • Add information and comments
  • Close requests and provide feedback about the support process
  • Download current product releases
  • Participate in field tests

Phone:

+1-617-621-0700
+44 (0) 844 854 2917

All client phone calls are immediately logged and routed to a product specialist. Calls that are not immediately answered by a product specialist are returned within 30 minutes. InterSystems has product specialists fluent in English, Chinese, Czech, Dutch, French, German, Italian, Japanese, Korean, Portuguese, Russian, and Spanish.

Email:

support@intersystems.com
All emails are logged and a receipt acknowledgement with the call number and assigned product specialist is sent to the client within 30 minutes.


WRC Standards

WRC responses by priority level:

Client Priority CRISIS HIGH MEDIUM
Problem Resolution Immediate and continuous 24-hour attention until the problem is resolved. Problem resolved within the same (client) business day. Problem resolved within 5 business days.
Defect Resolution
(bug fixes)
Immediate and continuous 24-hour attention, generally by a developer, until the defect is corrected or an acceptable workaround is provided. Fix is tested and delivered to the client within two weeks. It’s also included in the next maintenance release. Fix is included in the next major release.
Escalation Immediate verbal notification to all appropriate senior managers by the director of client support. Immediate automated notification to senior management. Immediate automated notification to WRC management.