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Ideagen Support Service Level Agreement (SLA)
Who is this article for?
Customers requiring software support.
Active contract or Success Plan is required.
Ideagen provide support covering the use and implementation of our solutions. Support can be accessed through Ideagen Luminate, or via telephone/e-mail if this service is available for your solution.
Hours of Support availability vary based on the solution and the terms of the support contract you have purchased.
The table below outlines the hours of availability for each solution and provides a link to the details of the Service Level Agreement (SLA).
| Solution | Availability | SLA |
| Ideagen Academy | Monday - Friday |
|
| Ideagen AIXpert/AuditXpert | Monday - Friday |
|
| Ideagen Audit Analytics | Monday - Friday |
|
| Ideagen Audit Quality | 24/7 |
|
| Ideagen Aviation Safety • Cora | 24/7 |
|
| Ideagen Collaboration Portal | Monday - Friday |
|
| Ideagen Dart | Monday - Friday |
|
| Ideagen Disclose | Monday - Friday |
|
| Ideagen EasySite | Monday - Friday |
|
| Ideagen EHS • Core | Monday - Friday |
|
| Ideagen EHS • Decani | Monday - Friday |
|
| Ideagen EHS • Orion | Monday - Friday |
|
| Ideagen EHS • Priya | Monday - Friday |
|
| Ideagen Healthcare Guardian | Monday - Friday |
|
| Ideagen Internal Audit | 24/7 |
|
| Ideagen Internal Audit • Alto | Monday - Friday |
|
| Ideagen Internal Audit • Aura | Monday - Friday |
|
| Ideagen Learning | Monday - Friday |
|
| Ideagen Machine Safety | Monday - Friday |
|
| Ideagen Mail Manager | Monday - Friday |
|
| Ideagen Mail Manager • Enterprise | Monday - Friday |
|
| Ideagen Maritime | Monday - Friday |
|
| Ideagen Medforce | Monday - Friday |
|
| Ideagen PatientFirst | Monday - Friday |
|
| Ideagen Please Review | 24/7 |
|
| Ideagen Policy Logic | Monday - Friday |
|
| Ideagen Procedure Management | Monday - Friday |
|
| Ideagen Q-Pulse EHS | Monday - Friday |
|
| Ideagen Quality Control | Monday - Friday |
|
| Ideagen Quality Control • Pluri | 24/7 |
|
| Ideagen Quality Control • Professional | Monday - Friday |
|
| Ideagen Quality Management • Core | Monday - Friday |
|
| Ideagen Quality Management | 24/7 |
|
| Ideagen Quality Management • Quest | Monday - Friday |
|
| Ideagen Regulatory Intelligence | Monday - Friday |
|
| Ideagen Risk Management | 24/7 |
|
| Ideagen Risk Management • Ion | Monday - Friday |
|
| Ideagen Smartforms | Monday - Friday |
|
| Ideagen Smartforms • Essentials | Monday - Friday |
|
| Ideagen Supplier Management • Quartz | Monday - Friday |
|
| Ideagen Workforce Safety | Monday - Friday |
|
| Ideagen Workplace Training | Monday - Friday |
All solutions supplied by Ideagen offers free software upgrades with a valid support contract which will provide new and enhanced functionality, as well as fixes for any software issues identified.
In certain circumstances, there may be a professional or technical service charge for configuration of the software.
We recently updated the naming convention across our solution portfolio. If you're unsure which SLA applies to you, consult our guide to solution naming updates.
Alternatively, you can search your old solution name on Ideagen Luminate to find its new name!
Need to reach out for support?
You can find information on how to do this in our contacting Ideagen Support article.