What is covered by the standard Integrify Support?
If you are an OnDemand customer or if you are an installed customer who has purchased yearly maintenance/support with your product, Integrify Technical Support will answer questions on:
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Application Errors: if a user receives a generic "An error has occurred and support has been notified message"
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Installation/Upgrade: if you are installing a new Integrify instance or upgrading an existing Integrify instance and you encounter an error or have any questions.
In these cases, you may contact Integrify Support directly at: 888-536-9629, option 2. In most cases, Integrify Support will need either a screen shot and/or an error message to help diagnose the problem so it is often best to submit a Help Desk ticket first by going to: http://support.integrify.com before contact Integrify Technical Support.
Phone support is currently offered during the following hours: Monday to Friday, 8 AM EST to 6 PM EST.
What isn't covered in the standard Integrify Support?
If you are having specific issues with your process and you are not receiving application errors, these types of issues are usually due to misconfiguration of the process (e.g. no recipients on tasks, form tasks not pointing to a form, transitions conditions built incorrectly, etc) and Integrify does not offer this type of support in the standard support/maintenance contract. However, if you are finding that you need additional assistance in these areas Integrify will provide services for:
These types of services are billed on an hourly basis. If you are finding that you need additional support while you get up and running or if you would just like to have the flexibility to have on-call support with the Integrify Support group, you may purchase additional blocks of services hours. As you call in for support, these hours will be deducted from your support contract on a per call basis. If you would like more information please contact sales@integrify.com or contact your sales representative.
How else can I get support?
All Integrify customers have access to this online community. If you have a "How-to" question or a "Can Integrify do x, y, z" question, please check out the community Q&A forums or feel free to post your own questions. Integrify does monitor these forums on a daily basis along with our Integrify users so chances are the question has already been answered or will get answered very quickly.