IdeaRoom Support

Standard Support

Standard subscription provides standard support

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

  • All updates and edits of currently supported features may take up to 10 business days.

  • During times of high demand, these timeframes may be extended.

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

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

  • 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