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We believe maintaining a solid and collaborative support relationship with the end users of our solutions are essential for success. Our goal is to ensure that our customers have the tools and guidance needed to maximize the value of their Flow Software implementation. We are committed to providing comprehensive support and maintenance options tailored to your needs, ensuring you have access to the resources and expertise required to keep your systems running smoothly.
Flow Software support is dedicated to helping customers resolve issues specifically related to the software we produce. Our support team will assist with:
Installation and Configuration Guidance: Aiding and answering questions on how to properly install, configure, and optimize Flow Software within your environment.
Technical Questions: Answering technical questions about how to use Flow Software’s features, best practices, and functionality to ensure efficient use of the system.
Subsystem and Data Connection Issues: Addressing problems within Flow’s subsystems, data connections, and platform components.
Bug Resolution: Troubleshooting and resolving problems caused by bugs or unexpected behavior within Flow Software products.
The following areas are outside the scope of Flow Software support:
Incorrect Software Implementations: Support will not be provided for issues resulting from improper engineering of expressions, calculations, or other system configurations. These are considered implementation or training issues and should be addressed through consulting or training resources.
External Systems:Troubleshooting for external systems such as databases, third-party platforms, or network infrastructure is not covered. In these cases, Flow Software will provide references and knowledge base articles to guide you.
To ensure your systems are properly architected and supported, we recommend following Flow’s best practices and training resources.
To accommodate different levels of need, Flow Software offers two tiers of support: Standard Support and Premium Support. Each tier is designed to provide timely assistance, regular updates, and access to our knowledge base to help you resolve issues and move your projects forward efficiently.
PREMIUM SUPPORT
- Free version updates
- Access to the Flow Support team via phone, screen share, email, and portal
- Response time: 1 business day
- Access to the Knowledge Base
- Free QA or Dev system license per contract
- Early roadmap visibility and prioritized feature requests
STANDARD SUPPORT
- Free version updates
- Access to the Flow Support team via email, and portal
- Response time: 3 business days
- Access to the Knowledge Base
How Flow Classifies and Responds to Support Tickets
Flow Software support uses a two-category classification system for every ticket submitted:
PROBLEM
This category applies to reported issues related to the functionality of Flow Software. Examples include:
- A service or feature that worked previously but has stopped functioning without any clear changes.
- An update that has caused unexpected behavior or changes to features.
- The software cannot be used in a documented manner.
CONSULTATIVE
This classification applies to questions about how to accomplish specific tasks within Flow Software. Examples include:
- Not knowing how to use a feature or accomplish a goal.
- Uncertainty about the best way to approach a specific problem.
- Issues related to external systems interacting with Flow Software.
Problem tickets are prioritized over Consultative tickets, with Premium Support customers receiving priority handling.
To help prioritize tickets effectively, Flow Software classifies tickets based on severity:
Urgent: Production is directly affected.
High: A major impact or blockage indevelopment, but production is not affected.
Normal: Standard priority tickets.
Low: Consultative tickets and other non-urgent issues.
Flow Software provides two types of licensing, subscription and perpetual, with corresponding support options for each.
SUBSCRIPTION
Standard Support is automatically included for the entire duration of the subscription. Premium Support is available as an upgrade per subscription license, per year.
PERPETUAL
Standard Support is included for the first year (365 days) after purchase and renewing the supportand maintenance contract is optional.
Renewal rates are based on the license cost and are structured at 16% for Standard Support, and 22% for Premium Support. Inflationary adjustments may apply.
A 90-day grace period is provided following the expiration of the active renewal term. Renewals completed within this grace period will remain eligible for prior pricing structures, subject to an inflationary adjustment. Failure to renew within the 90-day grace period will result in renewal pricing being reset to current retail pricing in effect at the time of renewal, regardless of any prior pricing agreements, discounts, or negotiated terms.
Reinstatement of lapsed maintenance is subject to the following conditions:
• Maintenance renewal pricing will be based on the current retail list price of the licensed software, or its equivalent configuration, at the time of reinstatement
• A reinstatement fee of 20% of the applicable annual maintenance renewal cost (minimum fee of 2,500 USD) will be applied
• A prorated monthly reinstatement charge for each full month maintenance lapsed beyond the expiry date will be assessed based on the current maintenance contract value with charges not exceeding 60% of the current retail repurchase price of the licensed software
Once reinstated, maintenance coverage will begin on the date of acceptance of the renewal quotation and receipt of a valid purchase order and will not be applied retroactively.
Flow Software reserves the right to require the software to be upgraded to a currently supported version prior to reinstating maintenance coverage.
To maintain a positive support experience for all users, we ask that you follow these principles.
MUTUAL RESPECT
Technical problems can be stressful and time-sensitive, but we insist all communications with our support team remain professional. Abuse, aggressive language, or unprofessional behavior will not be tolerated, and Flow Software reserves the right to suspend or terminate support for any individual or company that violates this policy.
TECHNICAL COLLABORATION
Flow Software is deployed in complex environments with various connected systems. While our team is skilled in troubleshooting Flow Software configurations, support is limited to our software. Please ensure that your internal experts on peripheral systems (e.g., databases, network infrastructure, or virtual environments) are available to assist during troubleshooting. Collaboration with your subject matter experts ensures faster resolution and a more efficient support process.
TRAINING VERSE SUPPORT
Flow offers various training resources through tutorials, webinars, and documentation. While our support team can provide technical assistance and advice, they cannot offer in-depth training. Please make use of our educational materials.
SERVICES AND PROJECT WORK
While our support team will help you troubleshoot technical problems, we cannot assist indesigning or building your project. For more extensive project development needs, we encourage you to consult with Flow Software experts or engage with qualified system integrators.
FOLLOW OUR RECOMMENDED HARDWARE AND SOFTWARE POLICIES
To ensure your system is eligible for support, it must comply with Flow Software's recommended hardware and software policies. This includes provisioning appropriate infrastructure, following our architectural guidelines, and ensuring that SQLServer and other third-party systems are deployed and configured according to our best practices. Failure to adhere to these recommendations may limit our ability to provide effective troubleshooting.
ENSURE PROPER SQL SERVER PROVISIONING AND ARCHITECTURE
Flow Software relies heavily on SQL Server for data storage and processing. It is essential that SQL Server be properly provisioned with adequate resources, including CPU, memory, and storage, and that it follows our architectural recommendations. Poorly architected or under-resourced SQL Server environments may result in support tickets that cannot be resolved.
TIMELY COMMUNICATION
Timely responses to support tickets are essential to ensure we can assist you effectively. If we do not receive timely follow-up from your team, it may delay our ability to resolve the issue. Once an issue has been resolved, please notify us promptly so we can close the ticket and focus on other customer needs.
Let’s Build Something Incredible Together
For more information or assistance, please contact Flow Software’s Support Team (support@flow-software.com). We are excited to collaborate with you and are deeply appreciative of the trust you place in our products. Our goal is to help you build exceptional information management solutions, ensuring your success through timely and expert support. Together, we look forward to achieving great results and driving your projects forward.
