Conditions & definitions


  • Valid for one Opigno platform.
  • Minimum commitment of one year.
  • Customers should provide all necessary and requested information for the investigations and analysis to be done by the Opigno team (like database dump, etc.)
  • Supported infrastructure: Linux, MySQL, Apache/Nginx.
  • 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.