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"Our engineers love Project Insight because we won't overbook them."
- VP, WebSideStory
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Support When You Need It
Project Insight offers responsive and helpful support. There are three ways to ask for help:
- Telephone support: 949-476-6499 x4
Project Insight support personnel are available from 8:30 AM – 5:00 PM Pacific Time, Monday through Friday.
- Email support: support@projectinsight.net
Technical support monitors email queries beyond telephone support hours.
- Request support directly from Project Insight
Project Insight 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 support team by sending them the exact URL you are requesting support from. This speeds up the problem solving process.
- Automatic Error Monitoring
Project Insight automatically records and sends notifications to the Project Insight 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
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
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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
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4 hours |
2 days |
| 3-Minor |
- Non-critical function down or impaired
- Does not have significant current production impact
- Performance is degraded
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1 business day |
4 weeks |
| 4-Low |
- Non-critical, function down or impaired
- No business impact
- Generic service enhancements
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1 business day |
Mutually agreed timeframe based on prioritization. |
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