Support overview

Legacy support and maintenance agreements (formerly the DevonWay Support packages) are specifically designed to effectively manage TrakWay support tickets and enhancements that extend beyond the scope of standard maintenance agreements. These agreements provide a structured methodology for addressing various customer needs that may arise, thereby ensuring that clients receive the requisite assistance and improvements to their services or products. 

These agreements offer a comprehensive framework for addressing specific requests, which may encompass troubleshooting complex issues, implementing new features, or executing significant enhancements to existing systems. 

A support agreement guarantees the availability of resources and expertise necessary to respond promptly and effectively to customer administrators. Furthermore, support agreements frequently include additional benefits such as prioritized response times, access to specialized support personnel, and customized solutions that align with specific requirements.

By default, all Legacy customers are on the Silver plan, which is available for no extra charge. Gold, Platinum, and Diamond support packages offer advantages such as more available support requests per period, shorter response times, and a lower Professional Services rate.

Platinum and Diamond customers also receive financial remedies for missed SLAs (see below for details).

1. Each off-hour phone support call for non-critical issues will deduct two support requests.
2. For Platinum and Diamond Support customers, Ideagen warrants that its hosted environment will be available 99.9% of the time, 24/7/365, calculated on a quarterly basis. Covered downtimes are exclusive of scheduled maintenance communicated ahead of time (typically 2 hours per quarter but may vary due to security-related or other important maintenance), non-environmental errors such as application configuration changes, unavailability lasting less than 15 minutes or due to factors outside our control, and events where the majority of users can still log on and view data. For further details, including financial remedies for missed SLAs, please reference your Master Service Agreement or request support.
3. Diamond Support includes a dedicated support resource that can be located either at your location or at an Ideagen office. Since the resource is dedicated to your organization no Support Requests are deducted for work, they complete. All work completed by other Ideagen employees, e.g., Operations, Development, will require the use of Support Requests.
4. Additional account meetings will decrease Support Requests unless they are in the service of resolving incidents.
5. A site visit is a 1 or 2 day visit from a Ideagen customer success representative to discuss ongoing support and improvement opportunities, meet with end-users, and provide free training as time allows.

The initial response time for a support request is defined as the elapsed time from ticket initiation in TrakWay until it is assigned to an individual for investigation and triage.

Support requests are valid for the entirety of the support contract period. For example, if you purchase one year of Platinum support, then you have the entire year to use your allotted seventy-two requests.

Phone support

Phone support is limited to the Main Administrator for Gold, Platinum, and Diamond level support package customers.

To ensure an accurate response, please submit a TrakWay ticket, then follow up with a phone call by dialing 415-671-7950 and reference the ticket number. This phone support request is available Monday through Friday, 6am-6pm PT, excluding holidays. 

After hours support and on-call escalation

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

Support hours

North America
Monday - Friday
06:00 - 18:00 (PT) - excluding holidays

Europe, the Middle East and Africa
Monday - Friday
08:30 - 17:30 (CET) - excluding holidays

Support hours for customers with a Diamond support package may differ.

First response times

All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.

Triage matrix

First response times

All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.

Triage matrix

First response times

All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.

Triage matrix

First response times

All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated.

Triage matrix