Client Support

Silver Support

Innography Silver Support is provided with every standard Advanced Analysis subscription and includes:

  • Direct access to technical support and the ability to open and manage support incidents via Innography Support Online (24x7x365)
  • Support services via telephone are available 24x5 (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. 
  • Online access (24x7x365) to Innography’s Zipline community, documentation, FAQs, webcast recordings and demos, usage tips, enhancement requests, technical updates, and notifications
  • Unlimited access to all on-demand Innography product education curriculum 
  • Basic remote introductory training that enables the user to ask questions about the operations of the software itself

Gold Support 


Gold Support includes all Silver Support items as well as the following: 

  • Prioritized support response
  • Up to 20 remote consulting hours per year
  • 1-day user education at client site and tailored to client needs
  • 2 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
  • Choice of one of the following ½ day onsite activities:
  • 2 seats to Innography User Conference

Platinum Support

Platinum Support includes all Silver Support items as well as the following:

  • Prioritized support response
  • Up to 40 remote consulting hours per year
  • 2-day user education at client site and tailored to client needs
  • 2 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
  • Choice of one of the following onsite activities:
  • One high-level research report per year for a particular industry or technical area
  • 5 seats to Innography User Conference