Support and Maintenance

CIPPlanner™ Corporation offers an annual support and maintenance contract to provide ongoing support and maintenance to our customers. You can have the peace of mind knowing CIPPlanner is ready to go above and beyond to stand by our solutions and resolve any challenges you may have.

Normal Support Service

CIPPlanner Corporation’s normal issue resolution service requests are responded within the same working day (when possible), and a status update provided within 24 hours. Unlimited on-going product support may be requested via our support phone number of email within the duration of Support and Solution Maintenance agreement. All support requests are tracked internally utilizing Issues Module of CIPAce™ .

Support Levels

• Level 1 Support: Customer may report problems either via phone or email to our general support center. Level 1 support resolves minor issues that prevent customers from using the software to perform daily duties. The issue is immediately logged and assigned a case number. Most issues are updated and resolved within 24 hours.
• Level 2 Support: If our Level 1 support center cannot resolve the issue, or if the issue cannot be resolved within 24 hours, the issue is automatically escalated to our Level 2 Support. Level 2 Support consist of our senior product engineers. An engineer will be assigned to the case and proceed to understand the nature of the issue. An patch or fix will be provided within a reasonable period of time to resolve the issue
• Level 3 Support: If an issue is catastrophic in nature, CIPPlanner’s Level 3 Rapid Response support team, consisting of engineers from all functional development groups, will immediately assemble to provide a fix within a reasonable amount of time.

Hours of Support

• Minor Issues: CIPPlanner Corporation provides normal support from 8 AM – 5 PM PST Monday through Friday via both Phone and Email support (excluding holidays). Reports called in after normal business hours will be responded to the next business day. Emails are monitored on Saturday and Sunday.
• Emergency Issues: Issues of urgent nature will be responded 24/7 via phone and email support.

Product Enhancements

Product support, fixes, enhancement and regular product releases are covered by the annual Support and Maintenance contract without additional charges. All updates to our products are delivered to all our clients automatically when they becoming available.

Premium Support Service

Premium Support service is available should the issue of catastrophic nature occur, but this service has not been requested to date.