Customers should provide all necessary and requested information for the investigations and analysis to be done by the Opigno team (like database dump, etc.)
Bugs that cannot be reproduced on a standard Opigno platform won’t be considered.
For custom developments, min. 8 hours per involvement.
The service is provided during business working hours, Monday-Friday, from 9 AM to 5 PM CET/CEST.
Success plans include:
Access to ticketing support service
Fixing bugs that can be reproduced on our internal Opigno platform.
Access to exclusive features.
Direct access to Opigno experts for Business and Corporate clients.
Consulting on using and administrating Opigno standard version for Business and Corporate clients.
What’s not included:
Fixes for bugs that cannot be reproduced on our internal Opigno platform.
Issues and questions related to the hosting by the customer or customizations done by the customer.
Questions related to the development and customization of Opigno (except Business and Corporate plans).
First-level support for users of your platform.
Support for content creation.
Definition of severity level:
Critical: Function cannot be used and causes a critical impact on the operations of final users when running a task; no alternative is available, or data corruption is occurring; website is down, unreachable, or performance has degraded to the point where the customer's primary business operations are severely impaired; or other issues defined as critical at Connect-i's sole discretion.
High: Function can be used with severe restrictions for more than 20% of users. A manual intervention or palliative procedure may be necessary.
Medium: The function can be used with mild restrictions. Not critical to carry out tasks.
Low: Little impact on running a task; spelling mistakes; screen browsing or other viewing problems.