Premium support

Description

Pix4D offers Premium support as a payable add-on of an existing Pix4D license. Customers with Premium support benefit from extended technical assistance which relies on the following terms regarding emails and calls.

The Premium support business hours cover: 

Monday to Friday, 9 AM to 5 PM MST/MDT and 9 AM to 5 PM CET/CEST, excluding US and Swiss public holidays.

Support request with guaranteed response time

The guaranteed response time refers to an action plan, status update, or resolution when applicable, and is related to the impact on the customer's business. The business impact can be selected when submitting a support request, or contacting the dedicated support engineer assigned to the customer's account. It can be changed at any time by Pix4D to a higher or lower level if we reasonably believe the classification is incorrect based on the description below.

Business impact Description Guaranteed response time
Critical Highly visible incident, a process or tool has stopped working, more than 50% of projects are affected. 2 business hours
Major A process or tool has stopped working, a project is affected. 4 business hours
Moderate Learning how to use a tool that has a significant impact on your workflow. 8 business hours
Limited Incident creating minor impairment of functionality, or product feedback. 12 business hours
 
Important: When submitting a request, ensure to provide the correct license email, which is the Pix4D account having Premium support. Note that it is not required to log in with that email address to contact support as the license email field will verify the eligibility.

Support call with screen sharing

Customers who subscribed to Premium support can call for assistance within the Premium support business hours. The phone number is sent via email after the add-on is confirmed. If more convenient, a web call can be planned with the dedicated support engineer (e.g. Google Meet). It is possible to have a screen sharing session depending on the issue and after the support engineer has evaluated the case.

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2 comments

  • Amelia Ontaneda

    Bueno Tardes

    compre una licencia de 1 mes y no iniciar sesión como puedo hacer

    el codigo es fac965c5

    Fecha de activación 13 de diciembre de 2018, 6:17

    Fecha de vencimiento enero 12,2019, 6:17

    Ayuda 

     

     

     

  • Marco (Pix4D)

    Hola Amelia,

    Pude ver que ha podido conectar un dispositivo en su licencia.
    Así que supongo que ya todo está bien.
    Si tiene otro problema, háganoslo saber y no dude en escribirnos: Support Contact

    Saludos

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