Zerion Software has divided its customer base into two classifications: subscription based and
dedicated database, which includes our Smart Enterprise and Solution Provider account.

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FOR SUBSCRIPTION BASED CUSTOMERS, WE OFFER:

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  • Support via our Help Desk>>
  • Support on iFormBuilder.com for product related questions
  • (Premium) Implementation support to assist with form building and deployment activities Implementation support is purchased in blocks of 4 hours for $500.00

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FOR DEDICATED DATABASE CUSTOMERS, WE OFFER:

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  • Support via our Help Desk>>
  • Free Chat Support on iFormBuilder.com for product related questions
  • (Premium) Implementation support to assist with form building and deployment activities Implementation support is purchased in blocks of 4 hours for $500.00
  • Diamond Support Packages for Smart Enterprise Growing and Smart Enterprise Emerging

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General Support is available Sunday at 7:00PM EST through Friday until 7 PM Eastern.

We will provide an initial response within 8 hours all issues submitted as tickets through the Help Desk. Complete resolution of requests is contingent on the nature of the issue, testing time required and other factors.

*Server Uptime is supported by our backbone provider (Rackspace).

The following issue classifications are used to drive the priority of a given issue, and a target resolution time. Zerion does its best to meet the stated resolution times listed above, but cannot guarantee the resolution time, as it depends on many factors, including the nature of the issue, time for resolution once identified, and required testing time.

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Priority Risk Definition Target Resolution Time*
P1 Critical Stops normal business operations, no work-around exists Look into issue within 8 hours and determine issue/resolution. Once fix is completed and tested, a Patch will be applied to the target environment
P2 High Affects business operations, and a work-around exists Log issue and fix in next scheduled release within 10 days
P3 Low Does not affect business operations Issue logged and will be fixed in a future release

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Please read our Privacy Policy for information about Zerion Software?s Privacy and Data Policies.

  • iFormBuilder Support will help with workarounds and bug reporting
  • Patches are issued for current versions
  • High priority bugs will generally be fixed in the next maintenance release
  • Non critical bugs will be scheduled according to a variety of considerations

Zerion Software supports the then current app store version of all their mobile client applications. Customers running older versions of the application(s) are not supported, unless the request is to assist in upgrading to the current supported version.

Software maintenance covers access to support and software product updates for the corresponding software license. Refer to the End User License Agreement for specific terms of agreement.

Support is open to system administrators and account holders. Active account holders can authorize 1 to 3 designated contacts to access support issues. Designated contacts must be ?Company Admins? on subscription accounts or ?Server Admins? on dedicated database accounts. End-users will be redirected to a system administrator.

Administering iFormBuilder requires a baseline technical skill set; which varies depending on what your business needs entail. Customers are responsible for administering their own accounts. iFormBuilder Support will provide guidance on how to do this, but we will not be able to provide step by step detailed instructions. If you require further assistance with this level of implementation, please consider contacting a iFormBuilder Expert for Training.

iFormBuilder decrements purchased implementation support hours by rounding up to the nearest 15 minute interval.

page2image56544Answers

The Customer Success Center Community Forum is a great channel for discussions about the iFormBuilder Platform, which is open to all users.

Experts

If you are unable to find what you need from Answers, contact an iFormBuilder Expert. Our experts provide paid assistance when customers need help on unsupported issues or with implementation services.

Third-Party Product Integration

iFormBuilder interfaces with a variety of technologies which add functionality to our overall solution. iFormBuilder will endeavour to provide documentation for integration with these 3rd party applications but does not provide support for 3rd party applications. We are unable to provide support when a failure in a 3rd party application occurs.

Customization and Development Requests

There are many ways to customize and extend the iFormBuilder platform. Zerion Software provides APIs and support for scripting languages, and tools that allow users to add or change CSS rules, HTML, and JavaScript real-time. However, support to use of these customization options is limited. Implementation support hours may be purchased to pursue these issues at a deeper level and provide workarounds or solutions to the issue. Developer access is only available to accounts with a Diamond Support Plan (details below).

If you?re working to extend or customize the iFormBuilder platform and encounter a problem, the iFormBuilder support team is happy to help document the problem and relay information to our development teams as follows:

  • We can help you verify whether our code is working as intended and document any bugs.
  • If we provide examples of how to make customizations in our documentation, we willwork to make sure that documentation is up-to-date.
  • For in-depth questions about implementing customizations, we will refer customers to our expert network.

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Modifying Data

iFormBuilder does not support direct database queries, as they can easily lead to data integrity problems. Customers that want to interact with their data in this manner should use the iFormBuilder API, which is available for our Enterprise and Solution Provider Accounts.

Fixing problems

In the event that there are data integrity problems due to defects in a product, iFormBuilder will provide workarounds or solutions to these problems that may involve SQL queries. We use SQL-based solutions as a last resort.

Reporting

The iFormBuilder professional services team can be engaged for reporting and integration projects. Project minimums do apply.

Premium Support Plans For Enterprise Customers:

iFormBuilder provides premium support plans for enterprise deployments. The premium support plans are designed to offer access to the implementation support team and developer access at the Diamond Support Plan level.  iFormBuilder decrements implementation support hours by rounding up to the nearest 15 minute interval.

DIAMOND SUPPORT PLAN

Available to Smart Enterprise Growing & Emerging Accounts

Dedicated Account Manager
Quarterly Project Roadmap
Priority Help Desk Support (Submitted tickets to Help Desk tagged as “Top Priority” and moved to top of queue.)
Quarterly Project Reviews
Diamond Support Plan services not to exceed 100 hours.
Additional hours or project support available in blocks of 20 hours for $2000.00
Training can be made available on-site for an additional cost.

***Developer API Integration Support with Subject Matter Expert billed at 2 hours for every 1 hour of support.

 

PREMIUM SUPPORT PACKAGE

Available to Smart Enterprise Growing & Emerging Accounts

Dedicated Account Manager
Annual Project Roadmap
Priority Help Desk Support (Submitted tickets to Help Desk tagged as “Top Priority” and moved to top of queue.)
Quarterly Project Reviews
Premium package services not to exceed 40 hours.
Additional hours or project support available in blocks of 4 hours for $500.00
Training can be made available on-site for an additional cost.

 

Page updated September 29, 2015.