Constructor Technology offers three types of direct support programmes, either one can be chosen at the time of a license purchase or topped up during product usage.
Constructor Tech support and assistance
Constructor Tech support and assistance
Self-help resources
Support portal and Knowledge Base
Latest product documentation and release notes
Direct support
Standard support
Standard support is a program designed to provide fast and effective help with support issues and questions during business hours. It features access to the Constructor Technology customer portal and Knowledge Base for your how-to questions and known issues, unlimited number of cases to Constructor Technology product support, and developer support.
Premier support
This program offers all the benefits of Standard support, enhanced by a dedicated Technical Account Manager to ensure best practices, drive issue resolution and product functionality requests.
It also includes priority support and 24/7 on-call availability for urgent issues.
Proctored exam 24x7 support
This program is specifically designed to deliver close to real-time support during proctored exam sessions, where timely issue resolution is critical.
It includes access to the Customer portal, support incident tracking, and live chat support to ensure seamless assistance.
Features of Constructor Tech direct support services
Benefits | Standard | Premier | Proctored exam 24x7 support |
| Availability | 8:00 AM to 8:00 PM CET (Central European Time, UTC+1) on business days | 24x7 Technical Account Manager on-call availability for Severity Level 1 | Scheduled on-demand, monthly, annual |
| Online resources and Knowledge Base | Yes | Yes | Yes |
| Product suggestions | Yes | Yes | Yes |
| Product downloads | Yes | Yes | Yes |
| Support portal case management | No | Yes | Yes |
| Live chat support | No | Yes | Yes |
| Multilingual support | Yes | Yes | Yes |
| Priority queueing | No | Yes | Yes |
| Early adopter products qualified | No | Yes | No |
| Non-production trial license | No | Yes | No |
| Dedicated Technical Account Manager | No | Yes | No |
Response times:* | |||
| Severity 1 (Urgent) | 4 hours | 15 minutes | 15 minutes |
| Severity 2 (High) | 8 hours | 30 minutes | 45 minutes |
| Severity 3 (Medium) | 1 day | 2 hours | 4 hours |
| Severity 4 (Low) | 3 days | 1 day | 2 days |
Terms and conditions
Premier support, Proctored exam 24x7 support, along with training, consulting, customization, and implementation services, are not included in the Standard support program and are available as paid add-ons.
For more details, please reach out to your Sales representative.
Ticket severity
Severity levels indicate the relative impact of an issue on a Customer’s systems or business processes. Our Support Team classifies Constructor Tech product inquiries into the following four severity levels:
- Severity 1 (Urgent): A Customer experiences a complete system failure, critical security breach, or severe incident that renders the service entirely unusable. This includes widespread disruption with no workaround, posing an immediate threat to business continuity. Immediate response and continuous effort are required until resolution.
- Severity 2 (High): A Customer experiences a major loss of critical functionality, significantly impacting business operations. This may include system outages or critical failures with no available workaround. Prompt resolution is required to restore essential services and minimize business disruption.
- Severity 3 (Medium): A Customer faces significant issues affecting important functions, although a workaround may exist. These issues may impede productivity but do not cause a total halt in operations. Timely resolution is necessary to minimize impact.
Severity 4 (Low): A Customer encounters minor issues, documentation errors, or requests information on the use, enhancements, or modifications of a Constructor Tech product that have little or no impact on overall business operations. These cases can be resolved through routine support procedures.
Targeted Response Time
To ensure prompt and efficient service, we are committed to the following response times:
- Severity 1 (Urgent): 4 hours;
- Severity 2 (High): 8 hours;
- Severity 3 (Medium): 24 hours;
- Severity 4 (Low): 3 days.
