Support Categories
When you create a new ticket on the Support Helpdesk, you will be asked to select a 'Support Category'. The (error) category serves to classify your request by urgency and type. This article provides an overview of these categories to help you select the appropriate support category for your request.
A significant operational error exists if the proper functionality of Purple Publishing Suite is completely prevented or significantly impeded and if they significantly or substantially impair the functionality of the software. This is the case, for example, if Purple Publishing Suite does not respond, the app crashes or the app doesn't display content.
An operation-hindering error exists if the operational use of Purple Publishing Suite is possible and reasonable, but is severely restricted by the error (e.g. unreasonably long waiting times, lack of essential functions, etc.).
This includes minor errors or defects that do not significantly hinder working with the application. General functionality of the system is available. If the customer does not specify an error category when reporting via phone or ticket system, these messages are automatically assigned to category 3.
If you would like to request an additional feature, a Feature Request is the category in which to do so. Please describe your suggestion in as much detail as possible, including a description, reason-why (use case), and feel free to add screenshots and links if necessary.
We will review your request, may ask you for additional details, and forward the feature request to our development team. This counts as a billable support request.
If you wish to book a support package, pre-book such efforts and save money, talk to us, we will be happy to come back to you with an offer over a specific contingent of our at a reduced price.
The decision as to whether we accept your request and implement your proposed feature into our publishing suite will be made by our product management team and will depend on whether the feature is suitable for our product landscape and roadmap. If we decide to do so, we will provide a quote and get back to you with a proposal.
Depending on the scope of the feature and the availability of the development team, it may take a few weeks for us to get back to you with a quotation.
All other support requests (e.g. questions about the configuration of the system) will be accepted and processed during SPRYLAB business hours.
The support services provided on this basis are charged on a time and material basis and billed according to the corresponding active fee.