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) or by telephone
  • Basic remote introductory training that enables the user to ask questions about the operations of the software itself
  • Support services via telephone are available Monday through Thursday from 3:00 a.m. to 11:00 p.m. CST and Friday from 3:00 a.m. to 6:00 p.m. CST (excludes U.S. holidays)
  • 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 

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