Heretto Technical Support Services

Effective: May 1, 2025

Certain Technical Support Services are included with every subscription.  Support is intended to help you fully utilize our products by assisting in these key areas:

• Access assistance
• Resource guidance 
• Feature clarification
• Issue diagnosis & bug identification
• Incident Management

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The scope of these key areas is described below.

Scope of Support

Authoring structured content can raise very broad issues such as product education, information architecture, DITA training, and diagnosing content issues. We offer guidance on a wide range of topics, but to clarify the distinction between Support and Professional Services, here are the details of what our Technical Support Services covers:

Access Assistance: 

Ensuring our customers can log in and have access to the product. 

Resource Guidance

Directing you to relevant educational materials and help documentation. Documentation can primarily be accessed at https://help.heretto.com or the specification sites for DITA and the DITA Open Toolkit. 

Feature Clarification

Providing clear explanations of the product’s features and functions where the documentation does not directly answer a question.

Issue Assessment & Bug Reporting

When a support ticket is submitted, we provide triage, diagnostics, and Resolution Assessment for CCMS, Cloud Publish, Deploy API, and Deploy Portal. Typical areas of diagnostics: 

• Addressing role and permission issues 
• Typical authoring areas, including editor, localization, branching, and releasing
• Content governance issues like revisions, assignments, and comments
• Publishing issues using standard DITA-OT packages or PDF Generator
• Deployment issues like API docs, errors on portal pages

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Incident Management

We provide incident management services for system outages, severe performance impairments, and security events. Our Technical Support team performs initial triage, coordinates internal resources for resolution, and provides updates on status through service restoration. The Heretto Support Portal is the entry point for customers to gain assistance from Heretto, whether through the link on help.heretto.com, an email to support@heretto.com, or visiting the Heretto Support Portal at heretto.zendesk.com. These services provide our customers with online access to highly trained technical support specialists and a detailed help center filled with resources and product guides.

Our Obligations

• Acknowledge receipt of the support ticket
• Provide timely engagement and response 
• Follow-up to clarify and gain an understanding of the problem facing the in line with support agreement & SLAs
• Point customers to relevant help and educational articles 

Find out more about how to submit a support ticket, engage with our Technical Support Services team, our availability, and our service level commitments to you at: heretto.com/saas-service-level-agreement/ (the “Heretto SLA”)

Your Obligations

• Clear descriptions of the problem being faced and submitting a support ticket in accordance with the Heretto SLA
• Appoint named support contacts 
• Timely respond to follow-up questions that allow Heretto to troubleshoot your issue
• Participate in investigation efforts and provide requested diagnostic information
• Provide approval for access to content & production instances when necessary
• Courteous and timely communication
• Creating simplified reproductions of the issue

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Named Support Contacts

At the time of engaging Heretto, your organization needs to designate primary support contacts. We recommend multiple people who will use the product extensively. By default, we allow 2 support contacts for Business Subscription Services and 4 for Premium Subscription Packages customers.

Designated support contacts are critical for efficiently resolving queries and problems.  They are expected to develop a good working knowledge of the product and:

• Provide an initial response to your users about licensing and user access
• Ensure clear reproduction of user issues and information gathering including relevant screenshots, URLs, steps to reproduce, error messages, O/S & browser information, dates & times of issue onset & occurrence, and the affected population 
• Open support tickets with Heretto support via email or the Heretto Support Portal
• Engage Heretto Emergency Support via phone for after-hours Severity 1 incidents
• Act as the point of contact for case progression and status updates
• Coordinate access to your resources needed to resolve tickets

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Support Limitations

Technical support is designed to keep you moving by addressing short-run technical issues. To help understand the bounds of support, the following is a list of items that are excluded from support coverage but may be addressed via a separate professional services engagement between you and Heretto.

• Debugging custom DITA-OT packages
• Debugging custom assignment triggers
• Customer custom portal plugins, customizations, and related diagnostics

• Special configuration assistance, education, information architecture or content management consultation, customization of workflows, reports, new languages, or styling changes, or a deeper dive into content issues or an API implementation. 
• New feature or an enhancement requests
• Vendor recertification process-related requests
• Debugging custom implementations

Support investigation and triage is limited to up to 2 hours of triage and investigation per issue. After initial triage, bugs are transferred to Heretto’s engineering's bug management process. Submissions that are not bugs may be addressed via a separate professional services engagement between you and Heretto.

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Billable vs. Bug

After triage, if a submitted issue is not a bug, customer may pursue further research or action through the Professional Services Team.

On occasion, when Professional Services is engaged in what later turns out to be a bug, the related consulting fees will be credited back to you.   Determination of a bug is in Heretto’s sole discretion.

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Other ways to get help

In addition to technical support, Heretto provides education and consulting services. The services can be procured ad-hoc, as part of a professional services plan, or as a scoped project. Please contact your Customer Success Manager to engage with Heretto for any of these services.

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