Standard Support
This is the support level included in IdeaRoom Standard.
Critical bug fixes are always a top priority.
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 and edits may 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.
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 be limited to 4 hours per month.
Enterprise Support
This is the support level included in IdeaRoom Enterprise.
Everything included in Standard and Priority Support.
Change requests may be limited to 8 hours per month (including meetings and communication).
Named account representative available to communicate with and help manage your support issues.
Developer Support
Developer Support is technical support for a partner or customer executing a software development or automation project for integration with or extension to IdeaRoom.
Review Developer Access & Support for a detailed outline of this service.