Support Process
YouDesign Models follows a three-tier support model. Before escalating to ins-pi, work through your internal tiers so that the issue context is clear and the right people handle it.
Support Tiers
1st Level — Service Desk
Your organization's Service Desk
Login problems, user account issues, basic "how do I?" questions
2nd Level — ServiceNow / EA Team
Your organization's ServiceNow admins and Enterprise Architecture team
Role/permission setup, metamodel and shape configuration, teamspace structure, integration with ServiceNow modules
3rd Level — ins-pi
ins-pi product engineering and support
Product defects, feature requests, vendor-level escalation
The customer owns tiers 1 and 2. ins-pi covers tier 3.
Opening a Ticket with ins-pi
For tier-3 issues — once you've confirmed it's not a local configuration or permission problem — go to:
You'll need an ins-pi account. If you don't have one, the support site has a Login / Signup flow.
What to Include in a Product Issue Ticket
The support form asks for the following — have these ready before you start:
Summary of the problem — one line
Steps to reproduce — be specific enough that ins-pi can reproduce it
Attachment — screenshots, screen recordings, or error logs
Your ServiceNow instance URL
ServiceNow release (Xanadu, Yokohama, Zurich, etc.)
Product (YouDesign Models)
Installed product version (see below)
Urgency
Share setting — whether to share with ins-pi only, or also with your broader account team
Finding Your Installed Version
Your YouDesign Models version is stored in the global setting x_inpi_yd.gl.appversion. See Global Settings for where to read it.
What Counts as a Tier-3 Issue
Send to ins-pi when:
The product behaves differently from the documentation
An error reproduces reliably on a vanilla ServiceNow instance after installation
A feature is unexpectedly missing or broken after an upgrade
You need a product enhancement or a new capability
A shape, visualization, or library isn't behaving as designed
Stay in-house when:
A user can't access a board (check sharing and ACLs first)
A shape won't draw a relationship (check the metamodel)
A specific user's role isn't granting expected access (audit ServiceNow role assignments)
The question is "how do I use X?" (check the features documentation)
Professional Services
If you need help with initial enablement, custom shape libraries, bespoke configuration, or deeper integrations, ins-pi offers professional services separate from product support.
Engage through the same support.ins-pi.com portal — use the "Feature Request" flow or contact your ins-pi account representative directly. Especially during initial enablement projects, working directly with the professional services team is faster than cycling everything through 3rd-level support.
Support Policies
Detailed support policies (response times, severity definitions, supported configurations) are listed on the support portal itself. The policy applies to customers, partners, and distributors with active product subscriptions licensed from ins-pi. Check the portal for current terms — they may change over time.
Related
Global Settings — where to find your installed version
Last updated