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|
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.