Support Policies
Infragistics offers three support levels: Priority, Standard and Trial. This page explains how to start a support request, what each level includes, each level's first-response time, and how to reach support in the US, EMEA and APAC.
First response
- PriorityGuaranteed within 24 business hours
- StandardWithin 3 business days*
- TrialWithin 3 business days*
Start Here
How to Get Support
Start in support chat
Sign in with your Infragistics account and start a support chat. The AI Assistant answers first, around the clock and in many languages, for Trial, Standard and Priority users alike. It answers from Infragistics documentation, blog posts and sample apps for every Infragistics product, and it can also help with subscriptions, licenses and your account.
Submit a case for an engineer
If the AI Assistant can't solve your problem, it offers a button to submit a support case. An Infragistics engineer picks the case up with your whole conversation, and you can follow it in your My Infragistics account. Response times count from when you submit the case (see the table below).
Priority: call a support desk
Priority Support customers can also call a regional support desk in the US, EMEA or APAC during its phone hours, with or without an open case.
Priority Support
A Guaranteed Response within 24 Business Hours
Priority Support guarantees a response within 24 business hours. Standard support answers based on daily case volume. Need to talk now? Call a regional support desk. And if you want to investigate more by yourself, we offer interactive forums, extensive blogs, and step-by-step tutorials on our Video Page.
Priority Support also gives you full access to a customer support account, so you can easily login to see where your support tickets are in the system. And for those critical issues you may run into, we’ll work with you to escalate when needed.
- 24/5Case supportEngineers work your case 24 hours a day, Monday to Friday. Phone during regional phone hours in the US, EMEA and APAC.
- 24 HoursGuaranteed responseWithin 24 business hours, with escalation for critical issues
- Full access to a customer support account to track every ticket
Compare Plans
Support Service Level
| Service | Priority | Standard | Trial |
|---|---|---|---|
| AI Assistant, 24/7: every support request starts here | |||
| Support case answered by an Infragistics engineer | |||
| Guidance for implementing functionality not built into the Infragistics controls | |||
| Forums | |||
| My Infragistics account | |||
| Guidance working with Infragistics controls | |||
| Issue investigations for Infragistics controls (a description of the behavior or an isolated sample application is required) | |||
| Download C# source code | |||
| Phone support | |||
| First response | Guaranteed within 24 business hours | Within 3 business days* | Within 3 business days* |
*Based on daily volume of support cases. Response times count from when you submit a case, and a response is a reply from an engineer, not an automatic acknowledgement. Business days are Monday to Friday, and business hours run 24 hours a day on business days.
Who Gets What
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 Micro Focus.
In addition to all of the Infragistics Support Benefits described above, you receive:
- Guaranteed rapid response within 24 business hours
- Priority phone support during the regional phone hours below
- Priority response time on forum posts (your posts are moved to the top of our internal queue)
To ensure that 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
Standard Support applies to customers who have purchased a current subscription. It includes the benefits marked for Standard in the table above, a first response within 3 business days, and subsequent interactions within 3 business days or less.
Trial Support
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. Trial accounts are eligible for support only for the current latest version of the product.
Forums
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
Inactive Support Contracts are subscriptions that have expired. Developer Support services are no longer offered to inactive support contracts.
Inactive Products
Inactive Products are product versions which are 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.
Questions
Support Questions
How do I contact Infragistics support?
Sign in with your Infragistics account and start a support chat. The AI Assistant answers first, around the clock. If it can’t solve your problem, it offers to open a support case for an Infragistics engineer. Priority Support customers can also call a regional support desk.
Is Infragistics support chat an AI?
Yes. The first reply comes from the AI Assistant, which works 24 hours a day, 7 days a week, in many languages, not only English. It answers from curated Infragistics documentation, blog posts and sample apps for every Infragistics product, so its answers rest on current product knowledge rather than on general AI training alone.
How do I reach an Infragistics engineer?
Start in support chat. If the AI Assistant can’t solve your problem, it offers a button to submit a support case. An engineer picks the case up with your whole conversation, so you don’t have to explain it twice, and you can follow the case in your My Infragistics account. Engineers reply through the case. Priority Support customers can also call a regional support desk.
When does the support response time start?
When you submit a support case. A response is a reply from an engineer, not an automatic acknowledgement. Priority Support guarantees a first response within 24 business hours. Standard and Trial support respond within 3 business days, based on daily case volume. Business days are Monday to Friday, and business hours run 24 hours a day on business days.
What happens to what I share with the AI Assistant?
All inputs are sanitized, screenshots are not passed to the AI, and no personal data is shared with the AI provider.
Does Infragistics offer email support?
No. Support requests start in support chat. Priority Support customers can also call a regional support desk.
Customer Voices
See what some of our satisfied Priority Support Customers have to say
My company just purchased the Ultimate software package from Infragistics and I just wanted someone to know that your team has done an excellent job getting me up and running with your product. I have been looking at purchasing a product similar to this for months. I had 4 different products from various companies loaded on my computer and was evaluating them to decide which one to purchase. Your software, and moreover, your people that help with the support team and sales were head over heels better than your competition.
I put in a call today to your support team and was enlightened in numerous ways. First, your staff was a complete professional. He was considerate, kind and attentive. He did not stop researching our problem until he solved it. Being in IT for almost 20 years I rarely call support anywhere unless my back is against the wall and I am dumbfounded without a solution. I cringe before I call anywhere because usually I wind up giving them support or just hanging up in disgust and eventually figuring it out myself. Today’s interaction with your team has slightly altered my ways of thinking in terms of being apprehensive prior to a support call.
Contact Support
Priority Support Departments
US Support Services Department
EMEA Support Service Department
APAC Support Services Department
NOTE: Support from this desk is in English only