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Superior Technical Support Offering Details

This reference details the Superior Technical Support plan: its features, the eligibility requirements, and what it does not include.

Superior Technical Support is a dedicated global team of senior support engineers and enterprise managers committed to higher service-level agreements (SLAs), faster triage, and faster resolutions — and to new service touch points that improve customer experience, system availability, and system performance for business-critical Enterprise customers.

Features​

Development escalation priority and coordination​

Priority placement in the development escalation queue means your issues are triaged more quickly by developers and product teams when escalated. This matters when an issue requires product team engagement: Superior Technical Support customers receive higher priority and service levels for more timely root-cause analysis and next steps. Dedicated resources also help manage and coordinate escalations through the various product teams within iGrafx.

Screen shares and conference calls​

The team uses phone calls, screen shares, and team sync meetings to solve issues faster, so time and context aren't lost when critical issues arise.

Severity response times​

Response times are based on incident severity. Superior Technical Support shortens them across the board — for example, Level 1 (Critical) drops from 8 hours to 4, and Level 2 (Major) from 12 hours to 8. The full table — including what counts as a production system, and where to find exceptions and weekend coverage details — is in Support response SLAs.

Superior Technical Support can be added to both Server (behind the firewall) and Cloud products.

Eligibility​

There are three requirements for Superior Technical Support eligibility:

  1. Named contacts — requests must be filed by one of up to five specified named contacts. A contact can be a contractor or consultant but must have an email address with the company domain name. Named contacts must be individuals — not group or shared email addresses sent or received by more than one person. See Limitations for details on iGrafx Partner participation in the service.
  2. Current on maintenance and license — instances identified for Superior Technical Support must have up-to-date basic support maintenance. To co-term all your licenses so their dates synchronize, contact us.
  3. Timely requested information and logs — the service model assumes you provide requested information quickly, consistently, and in a well-structured form: configuration files, access log files, heap dumps, thread dumps, GC logs, anonymized database backups, and similar. Set the right expectations internally about information sharing when your account signs up — the right information lets the team target its efforts and drive root-cause analysis and resolution.

Limitations​

Superior Technical Support does not include:

  • Support for users other than the designated contacts
  • Support for instances of iGrafx products without a valid maintenance agreement
  • Customized versions of iGrafx products (customized = the original product code has been modified)
  • Support for third-party vendor add-ons
  • End of Life, Beta, Release Candidate, or Development releases
  • Development-only questions or requests — for these, seek professional services from our iGrafx Consultants
  • Feature requests, bug requests, or additional commitments from the product or development teams
  • Questions about third-party application integrations or third-party plugins
  • Product training
  • Remote administration
  • Technical account management