Support for our customers

We provides support for customers in two different ways:

Standard Support
Premium Support

We provides free access for all customers to the FAQ Knowledgebase as well as freeof- charge technical Standard Support via an online request service. Customers who need iGrafx Standard Support must use the Support form available on: http://www.igrafx.com/salesforceform/eng/support_request.asp
Standard Support requests are usually answered within a maximum of two working days. This type of service will only be provided, if iGrafx ressources are available. iGrafx customers, that use the Standard Support don't have a right to an answer or solution to a reported problem. This type of service is done on a voluntary basis by iGrafx Professional Services.

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 http://www.igrafx.com/salesforceform/ssportal.html 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.

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

* All prices are stated in euro plus value added tax