IdeaRoom Support by Subscription Type

Standard Support

Standard subscription provides standard support

• Critical bug fixes are prioritized as urgent and not counted against support time.

• Updates to supported features vary significantly depending on the size and complexity of the change.

• Priority updates and edits will be addressed more quickly as availability allows.

• All updates and edits will be limited to 2 hours per month.

• During times of peak demand, timeframes may be extended.

• Major updates or edits that require regular meetings for coordination will require a subscription upgrade or additional support costs.

Priority Support

Pro subscription provides priority support

• Everything included in Standard Support.

• Updates and edits will be limited to 4 hours per month.

Enterprise Support

Enterprise subscription provides enterprise support (Add-on for Pro, included in Enterprise)

• Everything included in Standard and Priority Support.

• Update and edit requests will be limited to 8 hours per month (including meetings and customer contact time).

• 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.

Types of Tickets

Critical tickets (that will not count towards Support hours) include:

• Pricing that was a mistake during pricing update

• Configurator is unable to design a building

• Configurator is unable to submit a design

• Bug that was introduced by IdeaRoom

All other tickets (that will count towards Support hours) include:

• Any changes that are not critical to the functioning of the configurator

• Pricing updates

• Changes to verbiage

• Changes to default of items

• Adding additional products

• Integration or webhook support