Inflectra Support Plans and Policies

Standard Support Tier

To ensure your satisfaction, we provide unlimited support with every Inflectra subscription, which guarantees you access to our knowledge base, help desk, customer forums, Inflectra Campus foundational courses and phone support.

• You have access to unlimited* email and phone support** on all topics covered by support (see below for a list of exclusions)
• Help desk and email support is 24 hours a day, 5 days a week (Monday-Friday)
• Phone support is US Eastern business hours (09:00 – 17:00 EST)
• We will return your email within one business day
• We will respond to your support ticket submission within one business day

* Inflectra reserves the right to limit the number of support emails and tickets from any customer that is consistently logging an excessive number of tickets.

** For general application issues and inquiries, we are happy to offer unlimited phone support. For issues involving integration with other tools, we offer email and help desk support only due to the complexities of resolving such issues.

We wish we could help every customer with every issue they have. There are some limits to the kinds of support we can provide. Areas which are subject to some exclusions in our standard support are:

• For on-premise customers, our support team will be happy to answer general questions about installing and using our products in different environments. They will point you to KB articles that provide best practices, where possible. However, we are not able to provide support on how to use Microsoft Windows, IIS or SQL Server itself.
• For performance issues related to on-premise installations we are happy to provide recommendations and best practices, but detailed analysis of a customer’s environment is outside the scope of our standard support. However subject to availability we may be able to provide technical consulting for $490/hour for those customers that need it.
• For complimentary addons and integrations (provided free to all customers) we are happy to work with you to get the addon or integration working.
  • Because of the multiple moving parts we can only provide support for these free integrations via email
  • We are not able to provide support for 3rd party software or services - for example how to use or configure Jira
  • We are not able to support network troubleshooting for how a plugin connects to Spira
• For custom reports, graphs and using our APIs we are able to offer general advice and provide links to existing documentation or support articles. We will investigate all potential bugs in these areas. We are not able to provide support to the bespoke requirements in these areas (for example how to make a certain report, or write code using our API to enable a certain functionality) 

Some of the excluded areas are covered however by our on-boarding assistance, premium assistance services and product accelerators.

On-boarding Assistance

In our experience, the first 90 days are critical for customers to get up and running with our platform. Therefore, in addition to the unlimited support, we also offer an optional free set of structured on-boarding assistance sessions that accelerates your "time-to-value" with our products.

In addition, all customers have access to an assigned account manager, who will help guide you through your first experience with our products, and will be available for escalation of critical issues as you continue your journey with us.

This is summarized in this handy table below:

For those customers that have larger-scale deployments with us, the number of on-boarding assistance sessions is increased, and in addition, your account manager will schedule a regular set of cadence meetings with you as well:

These assistance session hours are designed for targeted, high-impact tasks to accelerate implementation. Fulfillment will be handled by the Inflectra Professional Services team, supplemented by our global partner network.

Services Include:

• Guided workspace setup and configuration - virtual sessions only
• Project template customization (workflows, fields)
• Creation of one (1) custom report (e.g., Velocity, Traceability)
• "Ask the Expert" Q&A sessions for team leads
• Configuration support for DataSync or RemoteLaunch integrations

Exclusions (Out of Scope):

• Full-scale, project-managed data migrations*
• Custom integration development*
• Formal, multi-day team training sessions*
• Tasks covered by standard technical support
• Rapise training/or Accelerator services
• Includes advice and guidance about our systems and deployment, but no hands on keyboard
• Wider IT infrastructure support such as web server or database server configuration
• On Demand Technical Screen Shares **

*See product accelerators
** See Premium Assistance Packages

If you want to continue to have access to these sessions after your first 90 days, you can subscribe to one of our premium assistance packages (see below).

Also, if you need a fully ‘white-glove’ implementation, where we assist you in the configuration, migration and integration of the solution, we recommend purchasing one of our product accelerators.

Additional Hours

You can purchase additional assistance hours (beyond your included allocation) at the rate of $490/hr.

Premium Assistance Packages

For those customers who need additional assistance beyond our standard support tier, we offer three tiers of premium support and assistance packages that include services such as live screen-sharing, assistance sessions and major event support:

The assistance sessions cover the same range of services as the on-boarding sessions, but unlike the on-boarding assistance, they are not limited to just the first 90 days:

Services Include:

• Guided workspace setup and configuration - virtual sessions only
• Project template customization (workflows, fields)
• Creation of one (1) custom report (e.g., Velocity, Traceability)
• "Ask the Expert" Q&A sessions for team leads
• Configuration support for DataSync or RemoteLaunch integrations

Exclusions (Out of Scope):

• Full-scale, project-managed data migrations*
• Custom integration development*
• Formal, multi-day team training sessions*
• Tasks covered by standard technical support
• Rapise training/or Accelerator services
• Includes advice and guidance about our systems and deployment, but no hands on keyboard
• Wider IT infrastructure support such as web server or database server configuration
• On Demand Technical Screen Shares **

Event plans are special initiatives planned by a customer (e.g. server migration, product launch, data migration, integration go-live) where they need a team of Inflectra experts on standby for multiple days to support that event.

*Working hours are defined as US Eastern business hours (09:00 – 17:00 EST)
**Weekends are defined as Saturdays and Sundays (09:00 – 17:00 EST)

Additional Hours

You can purchase additional assistance hours (beyond your included allocation) at the rate of $490/hr.

Product Accelerators

Our suite of Accelerators speeds up your deployment and adoption of our products, increasing your return on investment. Depending on your country and the specific accelerator, it will be delivered either by Inflectra implementation services or by one of our certified solution partners.

Each accelerator is a predefined package of professional services that is designed to accomplish a specific objective, with measurable outcomes and goals. Unlike traditional professional services, provided on an open-ended hourly basis, each set of Inflectra’s accelerators includes a predefined set of business objectives, process consulting, training activities, and tangible deliverables offered at a fixed price to customers.

We welcome your comments about our support policies and plans, please contact us at support@inflectra.com if you have any suggestions or feedback.

* Inflectra reserves the right to limit the number of support emails and tickets from any customer that is consistently logging an excessive number of tickets.

** For general application issues and inquiries we are happy to offer unlimited phone support. For issues involving integration with other tools we offer email and help desk support only due to the complexities of resolving such issues. You can purchase webex sessions for time with a dedicated integration specialist by the hour for $490/hr.