• Support Policies

    Whether you’re using our products as a free trial, or are a current subscriber of an Infragistics product, our Developer Support Team stands behind you. We offer a full spectrum of support options relevant to your needs, so that you are sure to succeed.

    Infragistics Support Benefits

    Support Service Level Priority Standard Trial
    Forums
    My Infragistics/ Account
    Provide guidance to assist customers with their needs working with Infragistics controls
    Web/Online Support
    Infragistics controls issue investigations. Requires a description of the behavior (if possible) or an isolated sample application provided by the customer

     

     

     

    Ability to download C# Source Code  
    Chat Support    
    Phone Support    
    Response within 1 business day    
    Providing guidance for implementing customer functionalities that are not built into the Infragistics controls    
    Response Time 1 Business Day Response Guaranteed First Response in 1 Business Day* First Respone in 1 Business Day*

    Note: All customers who have purchased a current subscription receive:

    • All upgrades and service releases for the 12 month term of their annual subscription
    • C# source code to the frameworks, controls and designers in the Windows Forms, WPF, Silverlight, ASP.NET, Ignite UI, Windows Phone and Windows UI products.
    • Free forums support, plus the assurance that our dedicated developer support engineers are standing by.

    Explanation of Support Service Levels

    Priority Support applies to:

    • Customers who have purchased a current subscription with Priority Support.
    • Customers who are part of our Enterprise Licensing Program.
    • Customers who have purchased our Test Automation tools for IBM or HP.
    • In addition to all of the Infragistics Support Benefits described above, you receive:
    • Guaranteed Rapid Response within one (1) business day,
    • Priority phone support during standard business hours,
    • Priority response time on Forum Posts (your posts are moved to the top of our internal queue),
    • Online chat support.

    To ensure the you receive Priority Support for your online inquiries, forum posts and online chat, please be sure to sign in to our website using the member ID to which your product key with Priority Support has been registered.

    Standard Support applies to customers who have purchased a current subscription. In addition to all of the Infragistics Support Benefits described in the table above, it includes a first-response within 24 hours and subsequent interactions within 3 business days or less. (* based on daily volume of support cases).

    Trial Support applies to all users of our products who have not yet purchased a subscription, but are evaluating our products during their initial trial period. Trial Support evaluators receive the same level of support as a Standard Support customer.

    Forums are available to all Infragistics users to search and get answers to product and how-to questions. Current subscription and trial customers may submit questions and comments to the Infragistics Forums. Non subscription holders are directed to Stack Overflow to submit questions.

    Inactive Support Contracts are subscriptions that have expired. Developer Support services are no longer offered to inactive support contracts.

    Inactive Products are product versions which no longer actively supported. Developer Support services are not provided for retired products. Please consult our Product Lifecycle for information on active, inactive and retired products. http://www.infragistics.com/help/product-lifecycle/

     

    What is Support, and What is Consulting?

    Our Developer Support team is motivated to help you succeed, and we really want to help you. We’ll provide help for questions regarding installation problems, product functionality, programming issues, product usage issues, and will explain any Infragistics-related error messages you receive. We have access to the developers who have written the code, and will work with you to figure out what the issue is, and deliver a solution.

    At the same time, cases involving design or planning for your application’s deployment, software development, code review, custom samples, implementation planning, and user experience and visual design are exactly what our D3 Consulting Services Team can help you with. (D3.Infragistics.com) The D3 Consulting Services Team can also offer support for Infragistics source code such as explaining the purpose of any source code, and troubleshooting or debugging modified versions of our source code. If you need such custom-tailored extended services, please check out how our D3 Consulting Services Team can help you.

    Support Hours

    US Support Services Department EMEA Support Service Department
    Phone: +1 (888) 448-0097 (in North America only)
    +1 (609) 448-2000 (outside North America)
    Monday thru Friday, 09:00-17:00 ET, excluding standard US holidays.
    Phone: +44 (0) 8456 770 021
    Monday thru Friday, 06.00-15.00 GMT.
    Online Chat: Monday thru Friday, 24 hours a day. Online Chat: Monday thru Friday, 24 hours a day.