iFormBuilder Legendary Support

Here at iFormBuilder we pride ourselves on our Legenday Support!  This page contains details about the scope of iFormBuilder Support.

 

Support Includes:
  • Identifying and troubleshooting problems in the system
  • Providing workarounds and solutions
  • Creating bug reports
  • Providing resources and guidance on installation and configuration
  • Implementation and configuration assistance
  • Upgrade assistance
Support Does Not Include:
  • Customers without a paid account
  • Product versions older than the current version
  • Development questions or requests
  • Third-party application integrations
  • Support for end-users
  • Product Training
  • Non-english language support

 

Contact Options

For simplicity, we have divided our customer base into two classifications: subscription based and dedicated database, which includes our Smart Enterprise and Solution Provider accounts.

For our subscription based customers, we offer:
For our dedicated database customers, we offer:

General Support is available 5 days a week from 9 am Monday EST to 5 pm Friday EST.

We strive to provide 48 hours email feedback for all issues sent to support@iformbuilder.zendesk.com

*Server Up-time is supported by our backbone provider (Rackspace).

 

Issue Priorities and Commitments

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.

Priority Risk Definition Target Resolution Time*
P1 Critical Stops normal business operations, no work-around exists Look into issue within 24 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
P3 Low Does not affect business operations Issue logged and will be fixed in a future release

 

Privacy Policy

Please read our Truste Privacy Policy page for information about Zerion Software’s Privacy and Data Policies.

Fixing Bugs and Providing Patches

  • 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

End of Life Policy

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.

Eligibility and Software Maintenance

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. End-users will be redirected to a system administrator.

Knowledge Prerequisites

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.

Where to Turn For Help with Unsupported Issues

Answers
Our Get Satisfaction community 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, you could also contact iFormBuilder Experts. Our experts provide assistance when customers need help on unsupported issues.

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 our products. We provide APIs and support for scripting languages, and tools that allow users to add or change CSS rules, HTML, and JavaScript real-time. However, our support for use of these customization options is limited.

If you’re working to extend or customize our products 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 will work to make sure that documentation is up-to-date.
  • For in-depth questions about implementing customizations, we will refer customers to our expert network.

SQL Queries

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
Using SQL for business intelligence is beyond the scope of iFormBuilder Support. Some of our products have a community page for database queries. Please help us as well as the community by contributing your knowledge on iFormBuilder Community Support.

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