Standard Support
This is the support level included in IdeaRoom Standard. Standard subscription provides standard support
Critical bug fixes are always a top priority. prioritized as urgent and not counted against support time.
All minor updates and edits of currently supported features may take up to 10 business days.
Pricing updates may take longer than 10 days.
During times of high demand, these timeframes may be extended.
Priority updates and edits (items resulting in configurator errors or rendering issues) will be addressed more quickly as availability allows.
Updates All updates and edits may will be limited to 2 hours per month.Includes reasonable or industry-standard product and pricing adjustments and updates.
Major updates or edits (new buildings, significant add-ons or changes) that require regular meetings for coordination will likely require a subscription upgrade or additional support costs.
Priority Support
This is the support level included in IdeaRoom Pro.Pro subscription provides priority support
Everything included in Standard Support.
Includes major updates or edits with sufficient lead time and planning. This lead time is extended during times of high demand.
Priority updates and edits (items resulting in configurator errors or rendering issues) will target a 3-5 business day turnaround, dependent on the scope.
Standard updates or edit requests may take up to 10 business days.
All update and edit requests are prioritized as support availability allows.
Updates and edit requests may Updates and edits will be limited to 4 hours per month.
Enterprise Support
This is the support level Enterprise subscription provides enterprise support (Add-on for Pro, included in IdeaRoom Enterprise.)
Everything included in Standard and Priority Support.
Change Update and edit requests may will be limited to 8 hours per month (including meetings and communicationcustomer contact time).
Named account representative available to communicate with and help manage your support issues.
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