Who is this article for?

Users requiring support with Ideagen EHSQ Enterprise or Decani.

No special access or permissions are required.

Ideagen Legacy Support Service Level Agreement (SLA) customers (previously DevonWay support) with a Silver, Gold, Platinum, or Diamond maintenance agreement can Submit TrakWay Tickets to report:

• Issues caused by platform defects that need fixing
• Issues caused by application defects that need fixing
• Requests for information about general platform features
• Updates about releases, planned maintenance, and other relevant events
• The development, testing, and deployment to Production (usually every two weeks) of platform improvements
• Questions about the platform or applications

Most improvements to the platform are available immediately upon release. Some optional enhancements that require change management may need professional services or support requests to activate.

Maintenance does not cover issues outside the Ideagen datacenter. After a project goes live, maintenance also excludes out-of-scope items or configuration changes where the original requirements were unclear or misleading.

Fixes for platform defects are applied to the latest version. On-premise customers who are using older versions will need to upgrade to the latest version before the fix can be implemented.

Maintenance procedure

If you encounter an issue that appears to be due to a fault in the system or operating environment, please have your organization's main administrator contact Ideagen by following the steps in the support guides.

If the Main Administrator is unable to assist, please contact your Technical Account Manager (TAM)

• When submitting a TrakWay ticket, any ticket in the Incident, Improvement idea, and Information request categories is covered under maintenance.
• Reporting incidents does not affect Legacy support request limits, except in the following situations:
  • Hosted - Severity three or lower incidents reported by phone outside of business hours count as two support requests.
  • On-premises - Reporting any incident by phone outside of business hours counts as two support requests, since it is the on-premises customer's responsibility to thoroughly test any changes before moving them to Production.

Maintenance schedule

Adjustments to maintenance windows and activities are recorded in the Luminate Community tab under Technical Updates. If you'd like to receive these notifications by email, please create a Luminate Community account.

Once your account is set up, remember to subscribe to Technical Updates to get the notifications and Discussions to join and follow conversations about the industry, professional challenges, platform experiences, or other relevant topics.

United States data denters

Ideagen schedules maintenance windows for planned server and infrastructure patching. These maintenance windows are allocated for a duration of two hours; however, the full two-hour period is generally not required. The timing of the maintenance windows varies according to the geographical location of each data center.

Europe data center

Non-production environment

• Second Tuesday of each month
• Systems will be down

Production environment

• Third Tuesday of each month
• No downtime

Canada data center

Non-production environment

• Second Tuesday of each month
• Systems will be down

Production environment

• Third Tuesday of each month
• No downtime