FME Flow Hosted Support Policy
Safe Software makes access to our FME Community and training programs free for all FME users. Safe Software’s one-to-one Customer Support is available for customers on active maintenance or subscription for supported versions of the FME platform. If you purchased maintenance through one of our Partners, please contact them directly for Customer Support.
Our support channels can be accessed from our support homepage. These may be updated from time to time at Safe's sole discretion.
The following issues are included in Customer Support:
- Diagnosis of product defects
- Issues encountered during installation or upgrade
- Errors arising from the FME Platform
- Responding to security concerns
- Tool configuration questions
- "How-to" questions (See note below)
- Resource guidance
- Product update questions
Note: How-to questions are limited to general inquiries about the FME Platform. Workflow design, optimization, and best practices are considered outside of the scope of Customer Support. If further assistance is needed, we recommend leveraging the FME Community or consulting with our Partners.
Out of Scope
The following types of issues are not included in Customer Support:
- Custom code development & code debugging
- Installation, migration or configuration walkthroughs
- Workflow design or optimizations
- System and network design
- 3rd party application configuration, installation or support
Customers may submit a support case for any issue encountered. However, cases involving unsupported environments or configurations may significantly impact Safe’s ability to respond and resolve such cases.
Customer Support is offered during business hours from 8am - 5pm Pacific Time on Monday through Friday (excluding recognized Canadian holidays, as applicable).
|P1||A production environment of the FME Platform is completely inoperable or inaccessible to all users.|
|P2||Issues which cause severe performance loss or features not operating as documented, that affect a majority of users.|
|P3||Issues which cause performance loss or features not operating as documented, that affect a minority of users.|
|P4||How-to questions, issues which cause performance loss or features not operating as documented, that affect a small minority of users.|
|P1||1 business day|
|P2||2 business days|
|P3||3 business days|
|P4||5 business days|