Pix4Dengine license with Enterprise support

Description

Owners of Pix4Dengine licenses are eligible for Enterprise support provided that this payable add-on is part of their contract. Such customers benefit from extended technical assistance which relies on the following terms regarding emails and calls.

The enterprise support business hours cover:

  • Monday to Friday, 9 AM - 5 PM (PTD), excluding major US holidays, for customers based in North America and Australia.
  • Monday to Friday, 9 AM - 5 PM (CET +1), excluding Swiss holidays, for customers based in Africa, Asia, Europe, South America.

Support request with guaranteed response time

The guaranteed response time refers to action plan, status update, or resolution when applicable, and is related to the severity level for the customer's business. The business impact can be selected when submitting a support request, which is the only channel to reach the Support team. 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
Limited Incident creating minor impairment of functionality, or product feedback. 12 business hours
Moderate Learning how to use a tool or feature that has a significant impact on your workflow. 8 business hours
Major A process or tool has stopped working, a single customer or project is affected. 4 business hours
Critical Highly visible incident, a process or tool has stopped working, more than 50% of customers or projects are affected. 2 business hours
 
Important: When submitting a request, ensure to provide the correct license email, which is the Pix4D account having a Pix4Dengine license with valid Enterprise 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 Enterprise support can call for assistance within the 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 a support agent (e.g. Skype, Google Meet). It also is possible to have a screen sharing session depending on the issue after being evaluated by Pix4D.

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