Inventu Durable Support

Explore your options...

Support Philosophy

At Inventu, our specialization in tools that build and run critical business applications requires us to provide timely and effective support.

  • Development staff (for all products) is an early participant in customer support any time there is an issue that may involve a needed fix to the product.
  • If a customer's production application has problems we will focus all of our efforts until that server is back online and functioning correctly
  • On request, for critical issues a fix will be issued to the customer's specific runtime build rather than the "current build"
  • We do not "hide" bugs discovered in the support process but consider the existence of a bug (and the fix!) vital information for both customers and evaluators

Durable Support

Durable Support first started in 2023 with the introduction of our Diagnostic Dashboard and In-Depth "Self-Support" documentation, which strengthens our customer's ability to quickly identify issues before they become a problem. If an issue does occur, the Diagnostic Dashboard can quickly find related Event Logs or other log entries to assist in resolution.

A key aspect of Durable Support is that our complete source code library and a full build environment is hosted on a Secure, Backed-up Azure Windows VM... This has documentation as well as AI tools as described below, that enables any competent developer to find the right code and changes to make a fix. So the support for Inventu Viewer is indeed DURABLE!

During 2025 we will be introducing customized customer access to our Azure-hosted Durable Support Server with a range of AI Support services. What is important to understand about "Durable Support" is that it goes across all levels of support, from initial customer questions right through to internal, skilled developer tools.

  • Customers have access to secured AI Chats using Retrieval Augmented Generation (RAG) with Azure Cognitive Search Indexes covering:
    • Inventu Viewer Change Documentation (as seen at https://software.inventu.com)--customers and Inventu Support Staff can enter a version number and check if an issue has a fix or enhancement in a later version
    • Email Support Threads (secured by customer)
    • Inventu Helpdesk Tickets (secured by customer)
  • Inventu Support and Developers have deeper access, which can "take-over" from a customer chat when a customer is seeking a fix or enhancement
    • A fix or enhancement for a certain version--integration with Inventu Source Code Management can find relevant code changes and describe them to support or development.
    • Inventu Support can search all support tickets and email threads for a solution that another customer may have experienced.

Support Guidelines

First Step--Diagnostic Dashboard! If you have an older version there is a separate installer for the Diagnostic Dashboard at Software.Inventu.com Download Page. The Diagnostic Dashboard can quickly find a problem and guide you on how to fix it!

If you have a support need and have not yet visited the other pages in this part of the website, please review menu links above, and visit the relevant pages; everyone should review the HelpDesk guidelines, then depending on your product, please review the Inventu Viewer+ Guidelines or the Screensurfer Guidelines.

Email Support

For many customers with only a few questions, a quick email is the best way to initiate a dialog with Inventu support. Please email Inventu Tech Support Email

Online Helpdesk

Our decades of I.T. sales and support experience have also taught us that the online helpdesk approach is the best way to ensure rapid as well as organized and accurate support for our customers.

Tickets in the Helpdesk system are private between our customers and the Inventu support team. When a ticket is closed it may be migrated to the Searchable Knowledgebase for the benefit of other customers, but only with the permission of the customer and only after customer attachments are disconnected from the knowledgebase entry.

Phone Based Support

Calling on the phone for support when dealing with complex integration software is generally not recommended--the online ticket system provides the ability to cut-and-paste specific error messages as well as attach log files, screen-shots and so on.

However, we understand that for some issues a quick phone call is the best way to rapidly diagnose an issue and provide assistance. For these situations, please call:

Inventu Support:
888-352-8403  From 9am to 6pm EST

Want to Learn more? Ask us or simply install and go!