Support Policy (February 21, 2018)

Support Policy

Effective starting: February 21, 2018 (view archived versions)


All Inventiv web-based products include the capability to submit feedback, typically with a “Give Feedback” button near the top right corner of every screen. Additionally, Inventiv provides email-based support to all users via

Certain plains include additional communication channels, such as video conferencing or screen sharing to diagnose issues with your account or product integration. In these instances, a video conference or screen sharing session can be scheduled by emailing Users subscribed to plans that include these additional channels receive priority over Inventiv’s standard email- or Critic-based support. Otherwise, requests will be handled in the order in which they are submitted.


Inventiv support is available during the hours of 9am – 5pm for the Central (UTC-6) time zone. While typical response times may be much faster, email requests may not receive a response for one to two business days.

Included in Support

  • Incident support, including identifying and troubleshooting problems in the system
  • Root cause analysis
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration
  • Integration guidance with other Inventiv products

Not Included in Support

  • Customers without a valid maintenance agreement
  • End of Life, Beta, Release Candidate, or Development releases
  • Customized versions of Inventiv products, where the original product code has been modified
  • Development questions or requests
  • Third-party application integrations or third-party plugins
  • Support for end-users
  • Product training
  • Communication in languages other than English
  • Professional services, such as performance tuning, capacity planning, or installation services

If you need this kind of assistance, please contact for premium support options.

Fixing Bugs

  • Inventiv will help with workarounds and bug reporting
  • Critical bugs will generally be fixed in the next maintenance release
  • Non-critical bugs will be scheduled according to a variety of considerations
  • Critical priority 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.
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