Support policy is subject to change
Foreflow subscriptions include foreflow software support. Support requests may be submitted via a support email address (email@example.com). These emails should indicate that the customer is a foreflow customer and the nature and severity of the problem. Customers who allow subscriptions to lapse are not eligible for support and there are no warranties associated with support services.
Foreflow support covers defects and issues with the foreflow software platform. It also covers general problems with the licensing and running of foreflow to ensure new customers can gain and maintain access to the foreflow software.
In most scenarios, support also includes support of the foreflow underlying technology base, including the database software, web server software, and software libraries and runtimes as they pertain to foreflow only. Support of these underlying technologies is included only when the customer agrees not to directly use or change these technologies and understands that InnoSource, Inc. will maintain administrative control of them. Such items are typically acquired and installed as part of a foreflow implementation by InnoSource, Inc. but covered under separate licenses from their providers.
Foreflow support does not include support of the customer’s server hardware, virtual machines, networks, cloud environments, or other infrastructure items. Support of those items may occur as part of a InnoSource, Inc. Managed Services Agreement which may be added to a foreflow subscription purchase and include things like estimated hosting costs for private cloud implementations.
When and How is foreflow Support Available?
Foreflow support is offered during regular business hours (8:00AM to 5PM EST/EDT, excluding company holidays). Support requests must be submitted via email to the InnoSource, Inc. support email address (above) with the following information:
What’s Is Included with foreflow Maintenance & Support?
What’s Not Included with foreflow Maintenance & Support?
InnoSource, Inc. wants every foreflow customer to have a successful, positive, and valuable outcome using our platform. While we can’t include things outside of the base platform support, we will make every effort to guide you in the right direction and help you find the right fit for additional services and help.