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 first 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 first response time for an action plan, status updates and resolution when applicable|
|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|
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.