Definiens support services are designed to ensure you get the maximum value from your investment in your Definiens software. Our team of support professionals have in depth and detailed knowledge of our software, the environments in which they are used, and the best practices for successful use.
Our web 2.0 Support Portal, provides a single tool for logging, updating, and viewing status of support incidents, accessing the knowledge base or subscribing to the latest product information.
Customers with maintenance can send an email to support(at)definiens.com and we will send you a link to a registration form.
Support Services
- Up to 2 designated support contacts
- Unlimited number of incidents
- Email and web support Business hours Monday to Friday, 9.00am to 5.30pm CET
- Web access to Customer Support Portal , including knowledge base, download center and web based ticket management
- Software Updates
- Managed Response Times
Support Priorities and Initial Response Times
| Priority | Response Time | Usage |
| Urgent | 2 business hours | Should be assigned to situations in which the problem renders the solution inoperable or severely impacts a Go-Live date |
| High | 4 business hours | Should be assigned to situations in which a major functionality is impaired/impacted |
| Normal | 12 business hours | Should be assigned to problems that do not affect the production environment or the Go-Live date |
| Low | 48 business hours | Questions or service requests. e.g. Licensing request. |
Support Services
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New Software and Versions |
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Escalation Management |
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Support & Call Tracking |
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Bug Fixing & Maintenance |
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Support Portal and Knowledge Base
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