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Support Policy

The Support Policy Agreement below (“Support Policy”) supplements and amends the Ideanote Terms of Service (“ToS”). If there is any conflict between the SLA and the Terms of Service, the applicable terms in the Support Policy will prevail.

We offer various levels of support services ("Support") designed to meet your needs, timeline, and scale, ensuring optimal use of our platform.

1. Support Tiers

1.1. Free Support

Access to our comprehensive self-service Knowledge Base is available 24/7 for self-guided troubleshooting and learning. This service is public, and no confidential or sensitive information should be posted. It is supplementary and not a substitute for direct Support.

1.2. Premium Support

Customers with access to Premium Support as part of their subscription can schedule demonstrations of the Ideanote features to admins and stakeholders (“Online Demos”) up to twice a year.

Customers may report incidents ("Incidents") via email. Target response times are within 5 days for High and Medium priority issues.

1.3. Enterprise Support

Enterprise support requires an active Enterprise subscription.

1.3.1. Dedicated Onboarding

Enterprise customers are offered dedicated onboarding assistance for seamless implementation and use of Ideanote. Onboarding can span from 3 weeks to 6 months, depending on the needs of the Customer.

1.3.2. Ongoing Support

Enterprise Customers can schedule periodic online meetings to review service usage, answer questions, discuss strategy and optimize your settings. 

Screen Sharing or call-guided assistance is guaranteed within 72 hours during the business week for a maximum of two times a month and is limited to 6 hours per month in total.

This type of support does not cover highly technical and setup questions that are not supported by existing Ideanote functionality.

1.3.3. Support Hours

  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday, Copenhagen Time.
  • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

1.3.4. Backup and Recovery

Ideanote will assist with manual data recovery in cases of accidental deletion of Content or data.

1.3.5. Incident Response

In addition to ongoing support, Ideanote will respond to service related incidents submitted by Customers on the Enterprise plan within the following time frames.

High

Critical impact on service operations, affecting multiple users; no workaround

available.

Target Response Time: 0-24 hours

Medium

Service is functional but performance is degraded.

Target Response Time: Within 72 hours Target Response Time

Low

Non-critical issues affecting some users.

Target Response Time: Within 5 working days

1.4. On-Premise Support

On-Premise support requires an active Enterprise subscription as well as the on-premise add-on.

1.4.1. Technical Support

Ideanote is responsible for providing support for questions arising in connection with authentication and on-premise deployment as long as they are in relation to supported infrastructure and requirements. 

  • Guidance from our technical team for the initial deployment is included, capped at 10 hours. 
  • Ongoing technical support for the on-premise version of Ideanote is capped at 1 hour per quarter.
  • Additional technical support can be purchased at a rate of +$2.5k for 10 hours, capped at 30 hours per year.

1.4.2. Product Updates

  • Initial product images for deployment are provided for the initial deployment.
  • New product images with updated Ideanote On-Premise versions are made available for download on a quarterly schedule.
  • Ideanote is not responsible for developing hot fixes for the on-premise version, even in cases of high priority issues. The on-premise version is provided “as is”, with no guarantees. Ideanote can choose to make hot fix updates available at their own discretion.
  • Additional product images for updates required by the Customer can be made available on request at a rate of $2.5k per update, capped at twice a year.

2.General Provisions

2.1. Exclusions

We're not obligated to provide Support for issues arising from unauthorized use, connectivity or device issues or third-party systems and acts.

2.2. Reporting an Incident

Your cooperation will enable more efficient resolution of Incidents. To report an Incident, please provide:

  • Aspects of the Service affected
  • Subdomain, browser and page where the issue occurs
  • Impact on users
  • Start time of the Incident
  • Steps to reproduce
  • Relevant log files or data
  • Any error messages displayed

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