# 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

| Tier                                 | Handled By                                                             | Typical Issues                                                                                                     |
| ------------------------------------ | ---------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| **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:

[**https://support.ins-pi.com**](https://support.ins-pi.com)

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](/models/admin/global-settings.md) 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](/models/admin/metamodel.md))
* 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](/models/work-in-the-app/features.md) 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](https://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

* [Installation](/models/get-the-app/installation.md)
* [Updating](/models/get-the-app/updating.md)
* [Metamodel Prerequisites](/models/admin/metamodel.md)
* [Global Settings](/models/admin/global-settings.md) — where to find your installed version


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