About our Support
Our support channels can be accessed from our support homepage. These may be updated from time to time at Safe’s sole discretion.
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.
Support Hours
(excluding recognized Canadian holidays, as applicable).
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 |
Supported Versions
Safe Software provides technical product support on each version of the FME Platform for a period of 3 years from the public release date. During this period, Safe Software will use commercially reasonable efforts to provide a Customer with assistance to address technical product issues. Any fixes will typically be released in the latest version or in a future version and may require the user to upgrade to the latest version. FME versions that are older than 3 years from their public release date are considered retired releases and are no longer supported.
Only the current year’s releases will be assessed for potential security issues. We recommend that all customers update their FME version at least once every year to keep up with all security and product fixes.
Note: All support is provided “as-is” and with no warranties, including any warranty of fitness for use. All templates, demos, and other information provided are non-exclusive.