Premium Support

Premium Support is for customers who need more support than that provided by Standard Support. Premium Support is provided via Telephone and the personalised Premium Support Portal.

Customers with Premium Support can log into the premium support self-service portal here and access directly the Knowledge Base, see the state of their reported cases and log a case without having to go through the standard online support form.
Support Cases logged through the premium support self-service portal have high priority
and will be processed accordingly.

On-site support is not provided as a standard. Additional Service Level Agreements can be defined in additional contracts. Please ask your iGrafx representative for more information.

Support Packages (Incident Packages)

iGrafx customers can choose between various Premium Support Packages.

Please ask you iGrafx representative for price information.

Main Features

• Telephone Support – direct contact with iGrafx Support staff
• Access to the iGrafx Self Service Portal
• End-user Support for all registered licensed iGrafx
• Support for product installation and product configuration
• Help with usage and operational problems

Main Benefits

• Safeguarding – fast, easy professional help is available
• Enhanced productivity – smallest possible downtime for both product and user
• Cost reduction – cost effective pricing and budget control

Product Parameters

• Phone call will only be accepted from designated contact persons only
• Support for the current release and respective previous builds of the same release
• Support during business hours: Mo – Fr, 09.00 to 17.30 CET, excluding holidays

Period of Validity

Every iGrafx Premium Support package is valid for one year after date of purchase (e. g.
purchase at 22.06.08, it will be valid until 21.06.09).