About Our Support
Safe Software makes access to our FME Community and training programs free for all FME users. Safe Software’s one-to-one Customer Support is available for customers on active maintenance or subscription for supported versions of the FME platform. If you purchased maintenance through one of our Partners, please contact them directly for Customer Support.
Our support channels can be accessed from our support homepage. These may be updated from time to time at Safe’s sole discretion.
In Scope
The following issues are included in Customer Support:
- Diagnosis of product defects
- Issues encountered during installation or upgrade
- Errors arising from the FME Platform
- Responding to security concerns
- Tool configuration questions
- “How-to” questions (See note below)
- Resource guidance
- Product update questions
Note: How-to questions are limited to general inquiries about the FME Platform. Workflow design, optimization, and best practices are considered outside of the scope of Customer Support. If further assistance is needed, we recommend leveraging the FME Community or consulting with our Partners.
Out of Scope
The following types of issues are not included in Customer Support:
- Custom code development & code debugging
- Installation, migration or configuration walkthroughs
- Workflow design or optimizations
- System and network design
- 3rd party application configuration, installation or support
Customers may submit a support case for any issue encountered. However, cases involving unsupported environments or configurations may significantly impact Safe’s ability to respond and resolve such cases.
Support Hours
8am–5pm Pacific Time
Monday through Friday
(excluding recognized Canadian holidays, as applicable).
Priority Levels
The following definitions are used by Customer Support to classify and prioritize cases:
| Priority Level | Definition |
|---|---|
| P1 | A production environment of the FME Platform is completely inoperable or inaccessible to all users. |
| P2 | Issues which cause severe performance loss or features not operating as documented, that affect a majority of users. |
| P3 | Issues which cause performance loss or features not operating as documented, that affect a minority of users. |
| P4 | How-to questions, issues which cause performance loss or features not operating as documented, that affect a small minority of users. |
Target Response Times
The response times listed below are targets for initial response or guidance, not a guarantee for resolution.
| Priority Level | Response Time |
|---|---|
| P1 | 1 business day |
| P2 | 2 business days |
| P3 | 3 business days |
| P4 | 4 business days |
Supported Versions
Safe Software provides technical product support on each version of the FME Platform for a period of 3 years from the public release date. During this period, Safe Software will use commercially reasonable efforts to provide a Customer with assistance to address technical product issues. Any fixes will typically be released in the latest version or in a future version and may require the user to upgrade to the latest version. FME versions that are older than 3 years from their public release date are considered retired releases and are no longer supported.
Product Security
At Safe Software, security is a top priority. We are committed to embedding security into our software development practices and addressing identified vulnerabilities in a timely and appropriate manner. We also strive to take a proactive and transparent approach to informing the FME user community of security advisories in our products.
- Established Process: We update FME versions continuously to resolve vulnerabilities, including vulnerabilities in open source software. Newly discovered critical vulnerabilities are triaged and addressed quickly. We recommend users deploy the latest FME version to keep up with all security and product fixes.
- Patches When Necessary: In the event our team assesses any particular critical vulnerability to be of heightened risk to customers, we may release a patch that users can apply manually, without needing to perform a full upgrade.
- Security Advisories: We publish security advisories at https://fme.safe.com/security/ and notify customers using our opt-in email list, which users may sign up to using the form located on the same page.
- Occasionally, we will post articles on the FME Knowledge Base summarizing our analysis of certain third-party vulnerabilities receiving heightened industry scrutiny. Our article will summarize the impact of the vulnerabilities as they relate to our software.
- Coordinated Vulnerability Disclosure: We welcome feedback from security researchers and the general public, but we do not offer bug bounties. Our Vulnerability Disclosure Policy formalizes our process for the intake, remediation, and coordinated release of reported vulnerabilities.
- Additional Assistance: Users are encouraged to consult fme.safe.com/security for the latest information regarding security vulnerabilities, mitigations, and workarounds. If you are a customer and your questions are not addressed there, you are welcome to contact our Support team by submitting a ticket.
Note: All support is provided “as-is” and with no warranties, including any warranty of fitness for use. All templates, demos, and other information provided are non-exclusive.