
ENGINEERING INTENT SUPPORT POLICY
Version 2.0 – valid as of January 1, 2023
GOAL
Engineering Intent Corporation is passionately dedicated to making our customers successful, and Customer Support is a key part of that. The detail of our Support Policy is outlined below.
HOW TO GET ENGINEERING INTENT SUPPORT?
For customers who have purchased a Knowledge Bridge license, the most expeditious way to receive support is to log a case by emailing support@engineeringintent.com. Each case is assigned directly to one of our Knowledge Bridge support agents, who will provide one-on-one guidance and troubleshooting for any reported questions or issues.
WHAT IS OUR INITIAL RESPONSE TIME (SERVICE LEVEL AGREEMENT)?
Severity Definition
Example
Standard Support
Premier Support
Critical
Urgent
High
Medium
Business stopped
Runtime on site is non-functional
4 Hours
2 Business Days
Business severely impacted
Runtime is functional, but
certain products have issues
2 Business Days
2 Business Days
Business moderately impacted
Runtime works, has minor
confusing cosmetic issues
2 Business Days
1 Business Day
Little to no business impact
How-to question or other low urgency issue
2 Business Days
2 Business Days
WHEN IS SUPPORT AVAILABLE?
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For non-critical cases, the support hours are Monday to Friday from 3am to 6pm Eastern Standard Time (Excluding Holidays)
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For critical cases, the support hours are 24 hours a day, 7 days a week.
WHAT DO WE SUPPORT?
Our standard support offering includes support for everything natively in the Knowledge Bridge
platform. This includes, but is not limited to the Editor, Project Browser, resources, designs (geometric, drawings, UI, etc.) and any Engineering Intent integrations with third-party software.
Our support agents can be contacted for any questions or issues by any customer regardless of support level, however, these posts are not subject to the SLAs listed above.
WHAT DO I NEED TO DO WHEN LOGGING A CASE?
Provide us with as much information as possible to help diagnose the issue. We want to make sure all issues are resolved as quickly as possible, and the more information we have, the quicker we can diagnose. Some things we ask for include:
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Case Priority (see column titles in above SLA section)
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Issue type (error, question)
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Application area (editor, End-user, etc.)
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Live site or Engineering Intent admin links where we can see the issue
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Steps to reproduce the issue
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When the issue was first noticed
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Expected behavior
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Any other information you feel may be relevant
HOW ABOUT PLANNED MAINTENANCE?
Engineering Intent may schedule routine maintenance during which time the Knowledge Bridge application could be unavailable. Communications about maintenance schedules and What’s New content Maintenance will be sent to you via your email contact address. Maintenance may be done on the any element of Beta or released Production environments.