Our support isn’t just about fixing problems; it’s about accelerating success.
From robust self-service resources to high-touch technical partnerships, our support tiers ensure every customer has access to the right level of help, at the right time. This guide explains how to get the most from your Safe Software premium support experience, including submitting tickets, accessing resources, and working with a Technical Account Manager (TAM).
Premium Support
Premium Tiers Include:
Premium Core
Prioritized support for critical issues, with faster response times and direct access to experienced technical specialists during business hours.
Premium Advanced
Includes all Core benefits plus a dedicated Technical Account Manager (TAM) who provides proactive guidance, planning support, and regular strategic reviews.
Premium Extended
Adds 24/7 support for critical issues, ensuring continuous access to expert assistance in high-availability or global environments.
Critical Ticket Prioritization
Premium critical tickets are routed directly to experienced analysts for fast triage and consistent updates. This ensures that high-impact issues receive prioritized attention with minimal delay.
Premium Support customers can designate two (2) Premium Authorized Contacts who are responsible for managing critical issue submissions and escalation requests.
Premium Authorized Contacts can:
- Submit and manage Premium-level tickets
- Convert Standard tickets to Premium
- Request priority escalations
Limited additional authorized users may be added by contacting your Account Manager or TAM (if applicable).
Submitting a Critical Premium Ticket
To submit a high-priority issue through the Support Center:
- Sign in with your FME Account (must be linked to your authorized user email)
- Click Submit a Ticket
- Provide:
- Product and version
- OS and environment details
- Clear description and steps to reproduce
- Mark the ticket as Critical urgency
- Submit your ticket. You will receive a confirmation email and updates as your issue progresses.
1-Hour SLA for Critical Issues
Premium Core and Premium Advanced customers receive a one-hour initial response time for critical tickets submitted during Safe’s business hours. Premium Extended customers receive the same response time with 24/7 availability, ensuring urgent issues are addressed at any time, day or night.
Ticket Management Tools for Premium Users
Premium Authorized Contacts can request updates to ticket workflows by adding a comment in the Support Center or replying to the ticket email thread. These requests will be reviewed and actioned by the Safe Software Support team.
Common requests include:
- Convert Standard to Premium tickets
- Request ticket escalation
- Close resolved tickets
Tracking Bugs and Feature Requests
If your issue reveals a product defect, a bug will be logged internally and linked to your ticket.
- Track ticket status through the Support Center
- Provide business impact context to help prioritize resolution
- Work with your TAM (if applicable) to escalate or gather updates
Technical Account Manager (TAM)
Your TAM brings deep knowledge of the FME Platform, your environment, and your business goals. They provide proactive guidance, help you avoid common pitfalls, and align your support experience with your long-term roadmap.
TAMs assist with challenges beyond traditional support, offering guidance on workflow design, infrastructure planning, upgrade strategies, and integration roadmapping. They provide advice, feedback, and best practices to support your implementation efforts, but do not build workspaces, configure systems, or directly access your environments. This advisory model helps your team stay in control while benefiting from expert insight to deliver scalable, future-ready FME solutions.
Your TAM will:
- Act as your technical advocate to escalate issues
- Monitor your organization’s support activity and patterns
- Facilitate resolution for complex or high-impact issues
- Share updates on FME releases and roadmap direction
- Guide upgrade planning and adoption strategies
- Host quarterly reviews and monthly syncs
- Collaborate with Product, Engineering, and Support teams on your behalf
This high-touch partnership ensures that your team has ongoing access to expert guidance and strategic alignment throughout your FME journey.
Strategic Reviews (Premium Advanced & Extended)
Each quarter, your TAM will facilitate a comprehensive support review, including:
- Review of open and historical tickets
- Roadmap planning and release alignment
- Upgrade strategy
- Customer feedback loop into Product Management
- Annual value reporting and strategic planning (Q4)
Additional Terms
Definitions
- Bug: A verified product defect tracked by Safe’s internal systems
- Business Hours: 8am to 5pm Monday to Friday (excluding statutory holidays) in the Pacific time zone
- Premium Authorized Contact: A designated user within your organization who can submit and manage Premium-level tickets, request escalations, and act as the main liaison for critical issues.
- Supported Versions: Versions of the FME Platform that are eligible for technical product support under our Product Support Policy.
- TAM: Technical Account Manager assigned to Premium Advanced or Extended plans
- Ticket: A request submitted to Safe Support for technical help
Confidentiality
All data, conversations, and cases—including Premium Cases—are confidential. Safe protects your information with the same level of care we use for our own confidential information, and never less than reasonable care.
Efforts and Expectations
Once a Premium Ticket is logged, Safe will use commercially reasonable efforts to provide a timely correction or a workable alternative for Supported Versions, but there is no guarantee that all issues can be resolved.