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iGrafx Support Offerings

This reference compares the iGrafx support plans and lists the response-time service-level agreements (SLAs) and policies that apply to them. To create a support ticket, go to the iGrafx support portal.

Support plans at a glance​

FeatureBasic On-Premises Server and Desktop Client SupportBasic Cloud SupportSuperior Technical Support ^
Self-help resources support✅✅✅
Online ticket creation✅✅✅
Weekday business hour phone support *✅
Mission critical response: Severity Level 1 — 4 hrs, Severity Level 2 — 8 hrs✅
Development team escalation priority✅
Post-incident report requests for Severity Level 1 and 2 issues✅

* Superior Technical Support phone support is available on weekdays: in the US from 6 AM to 4 PM US Pacific Time (UTC−8 and UTC−7 DST), and in Europe from 10 AM to 4 PM Central European Time (UTC+1 and UTC+2 DST).

^ If not on a subscription, Maintenance must be current for all products to add Superior Technical Support — see Superior Technical Support Offering Details for the details, benefits, and requirements.

For specific information, reach us through the contact form on our website.

What Basic Technical Support includes​

Basic Technical Support works through online ticket creation and written electronic communication (the ECHO system). It includes:

  • Weekday coverage, 6 hours, Monday through Friday.
  • Access to the Knowledge Base.
  • Identifying and creating needed bug reports.

What Superior Technical Support adds​

Superior Technical Support includes everything in Basic Technical Support, plus:

  • Account-wide coverage — covers all of your installed iGrafx products and iGrafx plug-ins.
  • Direct access to a dedicated senior support team — every Superior Technical Support ticket is handled by senior support engineers equipped for complex environments and mission-critical needs. Phone support and daily or weekly conference calls are common during critical issue resolution.
  • Development team priority — higher priority queue placement when an issue escalates to the development organization for assistance or fixes.
  • Business hour phone support — you receive local regional phone numbers, so you can reach an engineer directly instead of waiting through ticket exchanges.
  • Screen-sharing and collaboration calls — screen-sharing sessions reduce miscommunication and delays, which lowers resolution times.

For the full feature list, eligibility requirements, and limitations, see Superior Technical Support Offering Details.

What technical support does not include​

  • Customers without a valid maintenance agreement
  • End of Life versions
  • Customized versions of iGrafx products (customized = the original product code has been modified)
  • Development questions or requests
  • Methodology questions and other questions that require consulting
  • Product training
  • Support in languages other than English, German, Spanish, or Japanese
  • Professional services — system and performance tuning, deployment and capacity planning, installation and upgrade services. Need this kind of assistance? iGrafx Consultants can help.

Support response SLAs​

While iGrafx attempts to respond to all issues in a timely manner, issues that hurt customers' production applications (Level 1 and Level 2) take priority. "Production" means an instance of iGrafx software actively used by your business users — it does not include testing systems or production staging systems or environments. iGrafx reserves the right to change the severity of an issue (for example, if a misspelling were reported as a Level 1 issue).

These SLAs apply to most of the iGrafx product suite. For specific exceptions and weekend coverage details, visit the iGrafx support portal.

Level of severityDescription of severityCharacteristicsServerCloudSuperior *
Level 1 — CriticalCritical business impact: critical issue on a production system preventing business operations. A large number of users are prevented from working, with no procedural workaround.System hangs or crashes
Critical functionality not available
Data loss or data corruption
Large number of end users blocked from work
Impact is escalating quickly		8 hrs8 hrs4 hrs
Level 2 — MajorSignificant business impact: major issue on a production system severely impacting business. A large number of users are impacted but can still work in a limited capacity.Significant performance degradation
Important functionality not available
Small number of users blocked from work
Impact is escalating		12 hrs12 hrs8 hrs
Level 3 — MediumNormal business impact: issue causing a partial or non-critical loss of functionality on a production system. A small number of users are affected.Some system functions not available
Minor performance degradation
Small number of users impacted
Impact is not escalating		16 hrs16 hrs12 hrs
Level 4 — LowMinimal business impact: issue on a non-production system, a documentation issue, or another non-impacting issue.Incorrect product behavior without impact48 hrs48 hrs48 hrs

* Superior Technical Support can be added to both Server (behind the firewall) and Cloud products. For coverage and feature details, see Superior Technical Support Offering Details.

Supported platforms​

Supported platforms are well tested, and iGrafx works to correct issues on them. iGrafx does not provide assistance with configuration in unsupported environments. See System Requirements for specific product support information.

Fixing bugs​

  • iGrafx Support helps with workarounds and bug reporting.
  • Critical bugs are generally fixed in the next maintenance release.
  • Non-critical bugs are scheduled according to a variety of considerations.

Critical is defined as: "production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions." This includes security issues.

How iGrafx approaches bug fixing​

Maintenance (bug fix) releases come out more frequently than major releases and target the most critical bugs affecting customers. The maintenance release is the final number in the version — the 2 in 16.5.2, for example.

A critical bug is fixed in the next maintenance release, provided that:

  • The fix is technically feasible (it doesn't require a major architectural change).
  • It doesn't impact the quality or integrity of the product.

For non-critical bugs, the developer assigned to fixing bugs prioritizes by:

  • How many supported configurations are affected by the problem
  • Whether there is an effective workaround or patch
  • How difficult the issue is to fix
  • Whether several bugs in one area can be fixed at one time

Developers responsible for fixing bugs also monitor comments on existing and new bugs, so you can comment to provide feedback. Security issues get high priority.

When prioritizing a non-critical bug, iGrafx determines a value score — the severity from the customers' perspective, how prevalent the bug is, and whether new features on the roadmap render it obsolete — and combines it with a complexity score (how difficult the bug is to fix) when selecting issues to work on.

End of Life policy​

iGrafx only supports the current major version of the software.

Eligibility and software maintenance​

Software maintenance covers access to support and software product updates for the corresponding software license. Refer to the End User License Agreement for the specific terms of agreement. After the active maintenance period expires, the software continues to function, but you can no longer access support or software updates (including security bug fixes).

Knowledge prerequisites​

Administering iGrafx products requires a baseline technical skill set, including:

  • Comfort running SQL commands and installing a database — it's best to have a good database administrator for database troubleshooting and administration.
  • Comfort installing and maintaining production web technologies.

Customers are responsible for administering and upgrading their own installations. iGrafx Support provides guidance on how to do this but can't provide step-by-step maintenance and installation. If you need assistance at this level, consider training or consulting.

Help with unsupported issues​

Consultants​

If you need additional help, contact one of the iGrafx Consultants — our third-party value-added resellers — who offer a wide range of professional services, training, customizations, and paid support. They can also help with projects that need methodology expertise. Contact us to get a consultant.

Third-party product integration​

iGrafx products interface with a variety of technologies. Front-end solutions such as web servers (for example, Apache HTTP Server), load balancers, single sign-on (SSOSSO An authentication scheme that lets users sign in once with an identity provider and access Process360 Live without re-entering credentials.) solutions, SSL certificates, and LDAP repositories add functionality that is often critical to the products. iGrafx endeavors to provide documentation for integrating with these third-party applications, but does not provide support for the third-party applications themselves — including when a failure occurs in one.

Databases and application servers​

Servlet containers and databases are integral technologies — without them, iGrafx products can't function. iGrafx provides integration instructions for getting the products to work on supported platforms, but does not support configurations that differ from the procedures described in the product documentation.

Customization and development requests​

There are many ways to customize and extend the products, including COM and REST APIs — but support for the use of these customization options is limited. If you're extending or customizing the products and encounter a problem, contact our consultants.

SQL queries​

Modifying data. iGrafx does not support direct data manipulation of application databases via queries such as INSERT, UPDATE, or DELETE, because they can lead to data integrity problems. If iGrafx encounters manipulation or customization at this level, it may ask you to restore data from your last known working state, or to engage an expert to help recover your instance to a supportable state. If you are confident your UPDATE or INSERT is safe and your change management system is reliable, refer to the specific product's database documentation.

Fixing problems. When data integrity problems result from defects in a product, iGrafx provides workarounds or solutions that may involve SQL queries — as a last resort.

Deployment planning​

Planning a rollout or capacity planning for large instances is better suited to service offerings than to iGrafx Support; iGrafx refers this kind of activityActivity A named step in a process (e.g. "Approve Invoice"). Each event in an event log records one activity occurrence for one case. to its partner network. This includes establishing specific upgrade and deployment plans for existing installations.