Project Insight Support Policy

Project Insight offers responsive customer service and helpful support. If you need help with your software, we provide a variety of means to receive help: telephone and email support, self service through the Project Insight Community, online tutorials, online help manuals, and context sensitive help.

Telephone support: 949-476-6499 x4
The Project Insight customer support team is ready to take your call from 8:30 AM – 5:00 PM Pacific Time, Monday through Friday.
Email support: support@projectinsight.net
Our Customer Support team monitors email queries beyond telephone support hours.
Request support directly from Project Insight
The Project Insight solution offers the unique ability to request support, suggest a feature or report a possible bug directly from the project management software. These forms assist our Customer Support team by sending them the exact URL you are requesting technical support from. This speeds up the problem solving process, and provides our customers with the responsive service they have become accustomed to.
Automatic Error Monitoring
Project Insight automatically records and sends notifications to the Project Insight Customer Support team if a system error occurs while using the software. Many times, the error is fixed before the customer even has a chance to report the error.

Standard Technical Support Contracts

•Project Insight Enterprise Installed –	Telephone & email support
•Project Insight Enterprise Hosted –	Telephone & email support
•Project Insight Workgroup Edition –	Email support or pay-per-incident telephone support

Inquiry Priorities
Providing excellence in customer service is of highest priority here at Metafuse. Request procedures begin with the submission of an inquiry or issue. The request is processed, the inquiry is given a priority number and it is handled according to the level of priority under which it falls. The definitions of the priority levels are:

Classification	Description	Response Time	Resolution Time
1-Critical	Business critical function is down Major impact to Customer's business No workarounds exist	As soon as possible, using reasonable commercial efforts, but no more than 1 hour	24 hours
2-Major	Business critical function is impaired or degraded There are time-sensitive issues that impact ongoing production Workaround exists, but it is only temporary	4 hours	2 days
3-Minor	Non-critical function down or impaired Does not have significant current production impact Performance is degraded	1 business day	4 weeks
4-Low	Non-critical, function down or impaired No business impact Generic service enhancements	1 business day	Mutually agreed timeframe based on prioritization.