Getting Support

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An subscription on Invantive products provides a number of extra support services besides the use of the software and/or services. This document is a guideline on the services. In case of conflict, the text of the formal subscription prevails.

Quick Links

Introduction

Your subscription entitles you to:

  • use: costs of use are covered by the subscription fee.
  • update: a new version of the software in which errors ascertained up to that point have been removed and/or an expansion of the existing functionality has taken place. The costs of an update are covered by the subscription fee.
  • incident resolution: a disruption to the functioning of the software caused exclusively by the way in which the software is made available and that results in a deviation in the functionality from the description thereof in the documentation. The costs to resolve an incident are covered by the subscription fee.
  • other support: advice provided by Invantive on the use and functioning of the software and execution of other activities. The actual use of other support is charged as separate fees.

As additional service everyone is offered:

  • access to documentation and knowledge base;
  • community-driven registration and follow-up on questions;
  • registration and follow-up on ideas.

Updates

Recent versions of the on-premises software products are available on releasenotes.invantive.com. We recommend that you at least once per year upgrade to the then newest production version.

Upgrades of cloud-based products are deployed by Invantive. To aid installation of on-premises software you can use these forums or hire consulting.

Switching software versions may require a new subscription key. A new subscription key can be requested by sending an email to license@invantive.com. Please remember to include your agreement code or company name and address. The license key will be sent by email to your coordinator. It will also be available on Invantive Cloud within 24 hours, together with previously issued license keys.

Instructions for license key installations are given on:

Questions and Incident Resolution

Questions

Most issues on Invantive software concern questions on the actual use. Questions are not covered by a subscription, but Invantive provides means to the community to help each other on these forums. Invantive staff actively participates in the forum discussions.

Incidents

Incidents can be reported through the forums and are covered by the subscription. Incidents may be reported either in English or Dutch. A forum discussion itself will be an incident when it includes an approved elements:

  • Clear problem description;
  • Error codes (if any, typically prefixed by itgen);
  • Reproduction scenario on an isolated environment, such as product, version and consecutive steps to take.

The reproduction scenario must restrict itself to the minimum needed to display the wrong behavior.

Incident Categories

Incidents are categorized in three groups:

  • Category I: software is not functioning at all or is exhibiting malfunctions so frequently that it cannot be used;
  • Category II: software is exhibiting a severe loss in functionality, yet can still be used to a limited degree;
  • Category III: software is exhibiting inconvenient shortcomings, yet may still be used in a more or less normal fashion.

By default, all incidents are categorized as “Category III”. Please inform us when another category in your opinion matches the actual situation better. When necessary, we will ask you to motivate.

The category determines the time after which Invantive starts with activities to repair the incident (“Response Time”). The category also determines the time in which Invantive will make every effort possible to repair the incident (“Repair Time”). The following table describes the constraints:
Category Response Time
(business days)		 Repair time
(business days)
I 1 10
II 2 30
III 3 90

The business days stated are based upon the service hours (9 AM-5 PM CET, Dutch holidays).

Direct Support Contact

Direct contact with support can be scheduled using the two first-line support buttons on the top of every forums page. Direct contact is only available after the issue on hand has been discussed in a forum post with outcome that direct contact is necessary to analyze the incident.

For simple and self-contained requests and question, the chat button on every website can be used during service hours (9 AM-5 PM CET, Dutch holidays).

Please refer to “Other Support” below in case there is no reproduction scenario or just questions.

Other Support

Other support is advice provided by Invantive on the use and functioning of the software and execution of other activities. The actual use of other support is charged as separate fees.

For a short session, please use the Invantive bookings site. Actual duration of the session is rounded up to 30 minutes and billed.

Additional Services

Access to documentation and knowledge base

The English site documentation.invantive.com provides:

  • Invantive SQL grammar;
  • reference manuals (below gray bar titled “Manuals”);
  • data models of popular platforms (below gray bar titled “Data Models”);

Registration and follow-up on ideas

Ideas for new or improved functionality of Invantive products can be registered on the English ideas site.