Support Policy

Features

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 support@inventiv.io.

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 support@inventiv.io. 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.

Availability

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 sales@inventiv.io 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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