Software Subscription and Support

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Software Subscription and Support covers product upgrades and technical support for codeBeamer. Subscription provides free access to the latest software releases and patches, and you can upgrade to all available licensed product releases including major and minor releases. We encourage you to upgrade to new releases to obtain the latest features and bug fixes.

Support provides technical support for the licensed Intland products to customers with a valid SOFTWARE LICENSE AGREEMENT

For the fastest response time, please submit the problem using an issue tracker. Issues submitted using trackers are handled with the severity as entered by the user. Issues submitted by e-mail to or by phone are automatically assigned a lower severity. Support Services are only available for our customers.

You will find a detailed description of our support packages, incident levels, and further relevant information below. In case you choose not to purchase a support plan, you will still have access to our Knowledge Base and Product FAQs.

Support Levels

CommunityStandardPremiumPremium+ (SLA)
Access to technical SupportKnowledge BaseKnowledge Base, Customer Service DeskKnowledge Base, Customer Service Desk, phone, live screen sharingKnowledge Base, Customer Service Desk, phone, email, live screen sharing
Users who can create technical support tickets-124
Support languageEnglishEnglishEnglish / GermanEnglish / German
Support hours--8x524x7 (critical)
Dedicated support--Support EngineerSr. Support Engineer
Remote Upgrade--YesYes
Amount of tickets-10 per yearUnlimitedUnlimited
Remote assistance---Yes
API Support---Yes
Free web-based Training---Yes
Free staging server---Yes
Annual on-site visit---Yes
Initial Incident Response
Critical - one business day 8 hours 4 hours or based on your SLA
Major - one business day one day one day or based on your SLA
Medium - two business days one business day one business day or based on your SLA
Low - 1-2 weeks 1 week 1 week or based on your SLA
PriceFreeIncluded in the 25 User License20% of license pricePlease contact our sales team for a quote!

Community Support

Our basic Community Support is available free of charge for all users of codeBeamer. It includes access to our Knowledge Base, Product FAQs, and Discussion Forums. Please note that Community Support does not involve active support services from Intland Software; it means that basic and community knowledge sources are available to you. Subscription (codeBeamer version upgrades) is not included in Community Support.

Standard Support

Standard Support lets 1 member of your team create support tickets (max 10 per year) on our Customer Service Desk Standard support is available in English, with no dedicated support engineers, and with a response time of one business day for critical and major issues, two days for medium issues, and 1-2 weeks for low impact incidents. Standard support is included in our 25 User Licenses, and lets you upgrade to the latest version of codeBeamer (subscription included).

Premium Support

With 2 members of your team able to create an unlimited amount of support tickets on our Customer Service Desk Premium Support includes support by phone, e-mail or live screen sharing. Premium Support is available in both German and English, with a dedicated Support Engineer attending to your tickets 8 hours a day, 5 days a week. Subscription is included, meaning that you can always upgrade to the latest version of codeBeamer, and a remote upgrade option is also available.

Premium+ Support

Premium+ Support includes a wide range of support services, as well as an option to arrange a custom Service Level Agreement (SLA). This flexible support plan lets 4 members of your team submit an unlimited amount of support tickets on either the Customer Service Desk or via e-mail, based on which your team may receive help via phone, e-mail, or live screen sharing over the web. Premium+ Support is provided in both English and German, and offers around the clock, 24/7 support by our dedicated senior Support Engineers.

Our Premium+ Support service covers remote upgrades & assistance, API support, free web-based trainings for your team, a free staging server, and an annual on-site visit to your team by our experienced Support Engineers.

Incident Levels

  • Critical, the production system is not available, substantially un-available or normal business operations are seriously disabled. The issue is preventing productive work on your production system, and it affects people performing a business-critical function. If Intland provides an acceptable workaround, the severity classification will drop to Medium or Low.
  • Major, the system is available but the issue has a business-critical impact on your production system; a function or functions are not available or not functioning properly, preventing productive work, and affecting people performing a business-critical function. If Intland provides an acceptable workaround, the severity classification will drop to Medium or Low.
  • Medium, the issue has business impact on your production system, but does not prohibit the execution of productive work, or a reasonable workaround is available.
  • Low, the issue is not production-critical or it is detected on your non-production system. The issue has no impact on production system performance, quality or functionality and no impact on productive work.

Search the Knowledge Base

Use our Search function to find codeBeamer documents & guides, as well as user community tips and tricks.

General Support Information

Legal agreements

Please contact support if you’re unsure whether your issue will receive appropriate support. If the issue is not covered by Support, the team will be able to direct you to the appropriate person.

Software Subscription and Support period

When Licenses are purchased with SOFTWARE SUBSCRIPTION AND SUPPORT (click to see the Agreement), Software Subscription and Support is available for a period of 12 months unless otherwise specified. Support is provided for the current version of the Software and for any version of the software that has been released during the preceding 12-month period.

Business Hours

Intland business hours are 9:00 AM to 17:00 PM CET (GMT +1), Monday through Friday, excluding German national holidays. For information on German public holidays, please click here

Pre-Sales Support

Intland’s free pre-sales support is provided for 30 days from the beginning of the installation.

Issues Not Covered by the Support Service

  • Old software versions, if older than twelve (12) months and a newer release exists.
  • Third party components not provided by Intland.
  • When the software is used on a non-recommended platform or in a non-recommended environment.
  • The software is modified by someone other than Intland or its authorized service partners.
  • Design and development of applications using the APIs or integrating the software with other applications.
  • Failures caused by software for which Intland is not responsible.
  • Feature enhancements.

Typical Technical Issues not covered by the Standard Support contract:

  • LDAP, LDAPS, SSO, proxy, gateway access configuration
  • Multi server configuration
  • API programming and debugging code, Wiki plugin development
  • Help understanding advanced features e.g. workflow, community building
  • SCM system configuration, Migration from one SCM system to another
  • Multiply SCM system usage. Only one SCM support is included in the Standard Support. When you need support for more than one SCM systems i.e. (Git & SVN), ask for the Gold Support.
  • Database data migration between Derby, MySQL, Oracle
  • Database tuning
  • Migration from other system i.e. Bugzilla, Mantis to codeBeamer
  • Integrating the Software into a specific corporate infrastructure
  • Web server configuration i.e. Apache, Tomcat, Websphere
  • Security setup, tuning for a specific corporate infrastructure
  • Free plugins (Wiki, NetBeans, Eclipse, Mylar, PHP API interface)
  • Training