Overview
M-Files' Support Process is based on the ITIL standard. ITIL is a collection of generally accepted IT service best practices.
ITIL describes, for example, Incident Management and Problem Management practices in the Service Management context.
Definitions
Incident - Unplanned interruptions to a service or reductions in the quality of a service (ITIL v4). For example, the system becomes very slow, or some functionality becomes difficult to use or stops working.
Problem - Cause or a potential cause of one or more incidents. (ITIL v4)
M-Files Support Process
M-Files Support process includes Incident and Problem Management service processes.
When interacting with M-Files Support, you may encounter the terms "Incident Case" and "Problem Case" in the communication. Those are the visible implementations of the above-mentioned ITIL practices.
The basic M-Files support covers only Incidents within M-Files' core products and features. A basic subscription does not include application-level/customization-related Incident support. M-Files Sales can provide more information about advanced support scopes. See sales contact information at Contact M-Files for DMS Sales & Support.
Incidents have SLA times, which are time limits (with certain conditions*) during which M-Files Support is expected to answer or propose a resolution. The incident SLA is fulfilled and the incident case is considered RESOLVED when a fix or workaround is found.
* See more contractual details in the Product Support Policy - M-Files.
Problem cases also allow customer communication but are outside the scope of the basic support offering.
