All clients can report bugs / issues with our software and can expect the same response time.
Response time is based on 3 different levels, and the terms are listed below.
The Master Subscription Agreement includes a reference to support.agnitio.com. Agnitio reserves the right to change response times.
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Priority |
1st Response time |
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Critical: The issue is business critical. The software is completely out of service. Immediate resolution is necessary. |
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Major: The issue has a potentially major impact on the customer. Immediate resolution is necessary. Resolution is part of the next release, or a patch should be provided if possible. |
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Minor: The issue has a potentially minor impact on the customer. The issue should be fixed, in due time, either by releasing a patch, but can be deferred until a future release. |
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Support opening hours
The Agnitio Support opening hours are standard Danish business hours from 09:00-17:00 CET/CEST Monday to Friday with a first reply response within 24 hours from the hour it was received.
If your request is critical and can't wait 24 hours, you are welcome to call us on +1 617-981-7557 (press 2). We will answer calls within the working hours listed above. Please have your ticket number ready.
Where the issue is categorized as Critical or Major, Agnitio will work on a full resolution and additionally aim to provide a workaround within 1 working day.
All support tickets must be submitted in English.
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