--- title: What Does Product Support Cover? description: Product Support --- [Skip to content](https://learn.intranetconnections.com/product-support#main-content) ![New White Logo-1](https://learn.intranetconnections.com/hs-fs/hubfs/New%20White%20Logo-1.png?width=200&height=58&name=New%20White%20Logo-1.png) Open main navigation Close main navigation - [Contact Support](mailto:support@intranetconnections.com) [Contact Support](mailto:support@intranetconnections.com) How can we help you? - There are no suggestions because the search field is empty. 1. [IC Knowledge Hub](https://learn.intranetconnections.com/?hsLang=en-ca) 2. [Support](https://learn.intranetconnections.com/support?hsLang=en-ca) # What Does Product Support Cover? Customers with in-force Maintenance Contracts have access to unlimited product support from our Customer Experience team (Support + Customer Success). Our team supports the latest two versions of our software. In many cases our team will be able to assist with issues and questions related to older versions; however, bug fixes, best practices, and how-to articles will only apply to the latest version. Product support covers: - Access to our Help Center - Access to updates and upgrades - Access to self-directed training resources & on-demand webinars - Troubleshooting & fixing issues related to the front-end of the product - Diagnosing software performance issues - Bug replication and reporting - Maintenance of servers for private cloud customers - Ideas & best practices for your organization - Assistance with "how-to" questions from our Support and Customer Success teams Product Support does not cover: - Creating or deploying custom code, or supporting custom code added to the product - Database changes (queries, changes, import/export, etc.) - Supporting integrations into the product - Environmental issues related to your on-premise server\* - Security issues related to your IIS configuration or IT configuration - Creation or troubleshooting of SSL certificates - Data/disaster recovery - Test/development servers - Re-installing, migrating, or externalizing your intranet Our Technical Support Specialists can assist you with the following as a professional service: - Assisted upgrade - Assisted upgrade with server migration - Re-installation or fresh installation - Assistance with externalizing your site - Assistance with setting up a test environment - Support for your test environment For more information [email us](mailto:%3C%22support@icthrive.com%22%3E) with more information about your needs and we will work with you to create a scope of work and a quote.  #### A note on environmental issues for our on-premise customers Troubleshooting environmental issues and/or issues unrelated to our product is limited to 2 people-hours per year. Customers are responsible for the upkeep of their own environments and can make changes that we are unaware of which limits our ability to find and fix problems.  If your organization is looking for a "complete support" solution where IC manages all aspects of server support please [ask us](mailto:customersuccess@icthrive.com) about our Private Cloud solution.  - [FAQs](https://learn.intranetconnections.com/faqs?hsLang=en-ca#main-content) - [AI](https://learn.intranetconnections.com/faqs?hsLang=en-ca#ai) - [Onboarding & Setup](https://learn.intranetconnections.com/onboarding-setup?hsLang=en-ca#main-content) - [Migration](https://learn.intranetconnections.com/onboarding-setup?hsLang=en-ca#migration) - [Theme & Design](https://learn.intranetconnections.com/onboarding-setup?hsLang=en-ca#theme-design) - [Installation](https://learn.intranetconnections.com/onboarding-setup?hsLang=en-ca#installation) - [Product News](https://learn.intranetconnections.com/product-news?hsLang=en-ca#main-content) - 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