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About our Support



In Scope

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.


Priority Levels

The following definitions are used by Customer Support to classify and prioritize cases:

Priority Level Definition
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.

Target Response Times

The response times listed below are targets for initial response or guidance, not a guarantee for resolution.

Priority Level Response Time
P1 1 business day
P2 2 business days
P3 3 business days
P4 4 business days

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