Who is this article for?

Customers requiring support with Ideagen Smartforms • Professional.

Active Support contract or is required.

Our services encompass both system usage and implementation guidance, along with troubleshooting any issues you may encounter.

You can access support through Ideagen Luminate by submitting a ticket Mon-Fri, between 08:00 - 20:00 (EST Time).

1. Triage

Our Support team operates a risk-based triage process to prioritise requests.

This is based on the impact on end users and the severity of the issue or query, as defined by the person reporting the issue.

By default, you will be on the Classic contract. If you have signed up to one of our Success Plans, select it below for more information about the triage process and associated first response times.

First response times

All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround.

Triage matrix

2. SLA exceptions

Exceptions to the SLA time may include:

• Software Issues (e.g. bugs, defects, design issues)
  Turnaround time and delivery method of software fixes or changes is based on the severity of the issue.
  Should your issue be confirmed as requiring development input, the Support team will provide an estimate as to when the issue will be resolved by way of solution update or workaround. Your support ticket will remain open until the issue is resolved.
• Enhancements
  Enhancement or wish list requests to make changes to the solution will be reviewed on a case by case basis.