Q&A Support

Basic Support

Premium Support

Support Details

Access to support Q&A and upgrades only.

Support Details

The standard support of 8AM-6PM EST Monday-Friday is available.

Service Priority Levels

Email/Ticket Based Support Sytstem

  • Priority Level 1 (Blocker): 4 Business Hours
  • Priority Level 2 (Critical): 6 Business Hours
  • Priority Level 3 (Major): 1 Business Day
  • Priority Level 4 (Minor/Trivial): 2 Business Day

Incidents

1-2 hours of a scheduled service call with an Inedo Engineer, purchase incidents here.

Support Details

24/7 support is available to Enterprise users for priority 1and 2 issues. For priority 3 and 4 issues, the standard support of 8AM-6PM EST Monday-Friday is available.

Service Priority Levels

Email/Ticket Based Support Sytstem

  • Priority Level 1 (Blocker): 2 Hour
  • Priority Level 2 (Critical): 4 Hours
  • Priority Level 3 (Major): 6 Business Hours
  • Priority Level 4 (Minor/Trivial): 1 Business Day

Designated Contacts

Depending on your tailor-made service agreement, your organization can have up to 5 designated contacts.

Incidents

1-2 hours of a scheduled service call with an Inedo Engineer, 4 incidents are included with your enterprise support contract, with the option to purchase more.

Designated Inedo Support Contact

A designated Inedo Engineer that knows your company and how you use the tool, making call times go faster and more efficently.

Priority Severity Details

Basic and Premium support tickets are processed with a Priority Level to help us properly respond to your needs. Priority is assigned over 4 levels, with 1 being the most urgent and 4 being the least. Below are some specific context criteria for priority designation.

  • Priority One - Blocker
  • Priority Two - Critical
  • Priority Three - Major
  • Priority Four - Minor
  • Whole system outage of a production server product.
  • Complete inability to service client requests.
  • System is down and it's impacting a production environment.
  • Blocker - Major Malfunction affecting business and a high number of staff.
  • Severely limited functionality impacting business needs
  • Operations can continue but in a restricted fashion
  • Severe degradation of application performance and functionality
  • Core API service functionality is available, however other services are limited or inaccessible
  • Majority of software functionality is usable
  • Moderate impact to the overall business
  • Software is functioning with Minor problems or bugs
  • Easy workaround but less than ideal solution
  • Trivial or cosmetic issues like misaligned text