Support Levels

How Can We Help You?

We know how important it is that you stay on track. That’s why we offer a multitude of ways to get - and keep - you up and running as quickly as humanly (or technologically) possible. The award-winning Innography Client Success & Support team will be delighted to help you, no matter which of the following options you select:

Silver Support

Though it comes standard with every Advanced Analysis subscription, our Silver Support is way above standard. It includes:

  • 24x7x365 online technical support, including the ability to open and manage incidents
  • 24x5 phone support (excludes regional holidays): 6:00 pm Sunday - 6:00 pm Friday, US Central Time | 11:59pm Sunday - 11:59 pm Friday, GMT | 7:00 am Monday - 7:00 am Saturday, HKT.
  • Access to our online community, Zipline, including documentation, FAQs, webcast recordings and demos, usage tips, enhancement requests, technical updates, and notifications
  • Unlimited access to on-demand product education curriculum
  • Complimentary introductory training that enables the user to ask questions about the operations of the software itself

Gold Support

Includes all Silver Support items, plus: 

  • Prioritized support response
  • Up to 20 remote consulting hours per year
  • Personalized one-day tailored user education (delivered online)
  • Up to two Semi-Annual Business Reviews (SABR), at least one of which will be held at client site; one of which will involve Executive and/or Product Management
  • Early access to new features through Beta program
  • Half-day workshop of either:
    •  IP Maturity Assessment OR
    • How to Use Patent Analytics to Paint your Technology Landscape customized for a technology of your choice
  • Two passes to the annual Insights Innography user conference

Platinum Support

Platinum Support includes all Silver Support items, plus:

  • Up to 40 remote consulting hours per year
  • Two-days of tailored user education, at least one day at client site
  • Two Semi-Annual Business Reviews (SABR) at client site; one of which will involve Executive and/or Product Management
  • Early access to new features through Beta program
  • Half-day workshop of either:
    • IP Maturity Assessment OR
    • How to Use Patent Analytics to Paint your Technology Landscape customized for a technology of your choice
  • One high-level research report per year for a particular industry or technical area
  • Five passes to the annual Insights Innography user conference

“The STAR Awards program is a long-standing honor in the technology services industry, recognizing organizations that set the standard for leadership and dedication to this important market space,” said J.B. Wood, president and CEO of TSIA. “Innography has clearly demonstrated its high-level commitment to delivering world-class results in the area of customer success, and it was an honor to recognize them at our TSW conference.”

Hear directly from Innography customers about the difference our support makes for them