Are you a Success Plan customer?
This article is aimed at customers with a Ideagen EHSQ (Formerly the DevonWay platform) Legacy support agreement. If you purchased your plan after 1 July 2025, you will be on one of our Success Plans.

To get support on the platform, open a Legacy Trackway ticket with us! You can find more information on the Success Plan process in our guide to opening a new Support ticket.

Who is this article for?

Administrators responsible for raising and managing platform support requests.

An Active Ideagen Legacy Support Service Level Agreement (SLA) is required.

Each Ideagen Legacy Support Service Level Agreement (SLA) includes a set number of Plan support requests. Under the Legacy agreements, a company can purchase additional support requests. These are referred to as Purchased support requests, as opposed to Plan support requests.

Purchased support requests are typically bundled together and used to fund project work. Once the project work has been scoped and agreed upon it will be scheduled in the next available slot in the project calendar. They are valid for two years from the date of purchase and can be purchased in buckets of nine SRs up to 25% of the next higher support plan.

Reviewing available Support Requests

Legacy customers create a new TrakWay ticket and select Support Request for the Ticket Type. The remaining SR count will be displayed in the instruction area. Alternatively, a Customer Report will describe the remaining number of Support Requests. 

For Classic UI customers, click the report link in the TrakWay tile.  Miramar UI customers can find the report by searching for "Customer Report" in the Reports section of the Miramar UI. 

Support requests are deducted in the month they are made. If the customer decides not to go ahead with the request, no deductions will be made, unless more than one hour has already been spent on it.  The number of support requests deducted will be based on the total number of hours worked.

Using Support Requests

Single support requests

A ticket may require more than one support request for complex changes such as adding fields with calculations, changing rules, modifying interfaces, troubleshooting remote issues, upgrading an on-premises environment to the latest platform version, or any other complex change that is estimated to be less than ten hours.

Single Legacy support requests, planned or purchased, can be used for items such as:

• Performing low-impact configuration changes; examples include adding a simple field, changing a field prompt, adding, or changing hover help, changing a task assignee, or any other configuration change that the Account Services team designates as low-impact
• General consultation or meetings
• Updating training materials, for example adding or clarifying a section in a job aid
• Setting or modifying IP restrictions
• Enabling optional platform features
• Advising on technical items such as native app distribution and interface development
• Assisting with on-premises environment and platform management
• Providing feedback on modules you build using your Module Developer license
• Troubleshooting or resolving issues you cause, such as transmitting a corrupt interface file
• Investigating, responding to, and resolving issues originating from your datacenter, systems, or actions in cases where the Ideagen system performs as expected
• Preparing and administering a remote training session (up to one hour)
• Participating in a training session you require (each Ideagen person required to participate takes up one request)
• Providing report tuning recommendations
• Generating and sending to you archive PDFs greater than the maximum 250MB size limit
• Completing a questionnaire required by the customer (Note: Ideagen provides copies of external certifications (i.e. ISO 9001), external security scans, and relevant white papers as 'Information Requests' and does not require the usage of Support Requests.)

The number of support requests needed for a change will vary based on the specifics of the change and the agreement between the customer and Ideagen. If the scope of the request changes, we will reassess the number of support requests required.

Multiple Support Requests

Multiple support requests, plan or purchased, may be bundled together to fund projects or to complete non-standard requests that are estimated to require 10 hours or more. Common uses of bundled support requests are:

• Performing an upgrade of an application
• Creating and deploying a new application
• Completing a lengthy questionnaire or audit

Support requests convert differently, depending on the type of support request being used:

• Plan support requests (i.e. support requests included with your Gold, Platinum, or Diamond plan) convert at the ratio of 1.5 hours per support request.
• Purchased support requests convert dollar-for-dollar at the billable rate defined by the support plan.
  • For example, if a Gold customer purchased ten support requests for $100, and the Gold billable rate is $5/hour, then they can apply those ten support requests against 20 hours of the project estimate. The formula to determine the number of available hours to apply towards a project is "Purchased Support Requests Total Cost / Billable Rate = Available Project Hours".
  • The formula used to determine the number of support requests needed to fund a project is "Project Cost / Per Support Request Cost = Required Support Request Count".

No Support Requests available

If a change or enhancement request is submitted and there are no available Support Requests, the customer has the following options:

• If a Continuous Improvement (CI) project fund is available, the ticket can be changed to Project Requirement and an invoice will be sent on the first of the month for all hours worked on the ticket in the previous month.
• If the customer does not have an active and funded CI project:
  • The ticket can be changed to an Information Request ticket, asking Ideagen to provide an estimate for the work.
  • The ticket can be postponed until you have earned or purchased additional Support Requests, or a CI project has received funding.

Managing support request tickets

All Legacy support plan incidents and support requests are logged as TrakWay tickets. Once logged in they are assigned a unique number and routed to the Technical Account Manager (TAM). Any updates to the ticket are automatically transmitted via email to the person associated with the ticket, such as the initiator, the assignee, and the owning team.

Clarify requirements

When communicating with us regarding a ticket, we recommend you always reference the associated ticket number to ensure accurate communication.

The Technical Account Manager team will research your ticket and work with you to resolve it as quickly as possible. The Technical Account Manager has access to all levels of the Ideagen organization and has the authority to escalate support requests to the Development, Technical Operations, Delivery, or Products organizations as needed.

Ticket Type adjustments

An Incident is a regression where something that used to work is now no longer working. If an application isn't working as the customer wishes, but it is working as designed, this is not an incident. Modifying how the application functions to meet these wishes will require the use of support requests. After an application has gone live, and the project is complete, all new requirements must be submitted as support requests, not incidents.

There may be occasions where a ticket is submitted as a Support Request, but Ideagen changes it to a Project Requirement. Ideagen will explain this in the ticket but likely the reason will be that it’s more appropriately covered under the scope of a Project budget, for example if it’s part of a larger body of ongoing work.

After Hours Support and On-Call Escalation

When a Severity One incident occurs, and the initial incident triage has confirmed there is an issue with Ideagen that is causing Production functions to cease, or to be severely degraded, and there is no relevant posting on the Technology Blog, the incident should be escalated by calling the on-call after-hours support number, 415-671-7950.

To ensure an accurate response, file a ticket in TrakWay, then follow up with a phone call and reference the ticket number.

Support Request charges
Charges, or the use of support requests, could apply for misuse of the on-call escalation number; for example, if the person calling is not an authorized Admin (e.g., no TrakWay account), or if the reported problem's root cause ends up not being a Ideagen issue.

U.S. Only Support

For customers who have purchased the "U.S. Only Support" add-on, all Customer Content shall reside solely in the United States, and only Ideagen employees who are U.S. citizens and who are physically located in the United States shall have the authority to access Customer Content. Any exceptions, such as the ability to provide support over a screenshare while traveling outside the United States, shall be approved in writing (such as over email) by the customer prior to being allowed.