Platform

pigment Platform overview

Platform Overview
Pigment AI
Templated Applications
Integrations
Security
Register for next Pigment live demo

Customers' Choice vendor for Financial Planning Software

Download report
Solutions

TEAMS

Finance teams
Create flexible financial plans and build beautiful reports, in one place.
Sales and revenue teams
Turn sales planning into a data-driven, collaborative process.
HR teams
Understand your workforce with a strategic approach to planning.
Supply chain teams
Satisfy demand and drive revenue with more resilient plans.
ESG and extra-financial teams
Understand and optimize performance with ESG reporting and performance management.

Use Cases

Budget Planning & Forecasting
P&L, Cash Flow and Balance Sheet
Headcount Planning
Account Scoring and Segmentation
Sales Capacity Planning
Sales Forecasting
Territory & Quota planning
Sales & Operations Planning
Demand & Inventory Planning
Revenue Growth Management
Product Profitability Analysis
ESG Performance
CSRD Reporting
Carbon Accounting
Customers
Resources

PIGMENT Resource hub

Resource Center
Product Tours
Webinars
In-person Events
Pigment Community
What’s New in Pigment
Roadmap
Platform Overview

See how Pigment can help you adapt to change

Register for next live demo
Company

Company

About Pigment
Partners
Careers
Recognition
Press Room
We’re hiring, apply now to join the team!

Pigment Awards 2024

Discover the winners
English
Français
Sign in
Request a demo
English
Français

Support and Maintenance Policy

Updated February 4, 2025

Unless otherwise agreed between You and Pigment, Pigment will provide support and maintenance services (“Support Services”) to You in accordance with this Support and Maintenance Policy (“Policy”) following Your entering into the Master Services Agreement (or other similar agreement) with Pigment covering Your use of the Solution (“Agreement”). Unless otherwise defined below, capitalized terms used in this Policy have meanings given to them in the Agreement.

1. Definitions

‍1.1 “Support Region” means (i) AMER if the entity that has entered into the Agreement with Pigment is incorporated in North America or South America (collectively “Americas”); and (ii) EMEA if the entity that has entered into the Agreement with Pigment is incorporated outside the Americas.

1.2 “Business Day” means each day when Support Services are provided in the applicable Support Region as specified in Section 3 below.

1.3 “Business Hours” - mean the working hours in the applicable Support Region as specified in Section 3 below.

1.4 “Incident” means any defect or non-conformity in all or part of the Solution while the Solution is used in accordance with the Agreement and Our instructions. There are three levels of Incidents, ‘Critical’, ‘Significant’, and ‘Minor’. These are defined in Section 3.

1.5 “Initial Response Time” or “IRT” means the number of hours during Business Hours it takes for Us to send Our first response after You raise an Incident in accordance with this Policy.

1.6 “Subsequent Response Time” or “SRT” means the number of hours during Business Hours it takes for Us to send You a response or an update following Our previous communication. The SRT is only required when the ticket status is ‘Open’ and awaiting a response from Pigment. If alternative SRT’s are agreed within the ticket then this takes precedence.

1.7 “Premium Support” means the premium support offering You may have purchased from Pigment.

1.8 “Production environment” relates to the live, business-facing Pigment Workspace used by You.

‍

2. Support Regions

2.1 Support Services are provided to You within Your Support Region as specified below:

‍EMEA - Support Services are provided between 09:00 to 18:00 (Central European Time) on Monday, Tuesday, Wednesday, Thursday, and Friday with the exception of the following bank holidays:

  • New Year’s Day
  • Easter Monday
  • Christmas Day

AMER - Support Services are provided between 09:00 to 18:00 (Eastern Standard Time) on Monday, Tuesday, Wednesday, Thursday, and Friday with the exception of the following federal holidays in Canada:

  • New Year’s Day
  • Family Day
  • Good Friday
  • Easter Monday
  • Victoria Day
  • Canada Day
  • Civic Holiday
  • Labor Day
  • Truth and Reconciliation Day
  • Thanksgiving
  • Remembrance Day
  • Christmas Day
  • Boxing Day

3. Incident Types

3.1 Incidents are classified as follows:

a. Critical Incident > Priority 1, the Solution cannot be accessed or its core functionality is not usable and there are no valid workarounds. Examples include but are not limited to; 

  • Users cannot login or register;
  • The application displays constant error messages rendering it unusable; or
  • System outage, majority of Users cannot access the Solution.

b. Significant Incident > Priority 2, the Solution is not behaving as expected, but for which a workaround exists. Examples include but are not limited to:

  • A subset of Users cannot login or register;
  • Severely degraded performance;
  • A feature is unusable due to a constant or repeated error message; or
  • System outage, a subset of Users cannot access the Solution.

c. Standard Incident > Priority 3, the Solution is behaving as expected but there are one or more issues that don’t affect normal usage of the Solution. Examples include but are not limited to:

  • A visual bug;
  • A request for information; or
  • Changes to the account.

d. General Requests > Priority 4, the Solution is behaving as expected. This is a general query related to using the Solution’s features available within Your plan or providing feedback on the Solution. Examples include but are not limited to:

  • App Copies; Feature Requests;
  • Restore Creation;
  • SSO Configuration; or
  • Snapshot Access Rights.

e. Exclusions > Support Service does not cover building new, or extending existing, use cases or models within Pigment or granting additional licenses. 

‍3.2 You should communicate with Us in relation to an open ticket promptly. Your priority level may be downgraded if You do not respond promptly.‍

3.3 Incidents are dealt with following the below timelines which apply during Business Hours during Business Days in Your allocated Support Region.

3.4 The Incident classification provided on creation of the ticket will be reviewed and amended if necessary by Our support specialists. If Your Incident is re-classified You will be notified in the ticket.

3.5 Incidents can be raised via our ticketing system, accessed by the web page Submit a request – Pigment

3.6 We will use commercially reasonable efforts to comply with the below response times:

Essentials Support Response Times

Priority Initial Response Time Subsequent Response Time
P1, Critical Incident 4 Business Hours 2 Business Hours
P2, Significant Incident 8 Business Hours 8 Business Hours
P3, Standard Incident 24 Business Hours Ad-Hoc
P4, General Requests 48 Business Hours Ad-Hoc

‍

Professional Support Response Times

Priority Initial Response Time Subsequent Response Time
P1, Critical Incident 2 Business Hours 2 Business Hours
P2, Significant Incident 4 Business Hours 4 Business Hours
P3, Standard Incident 24 Business Hours 24 Business Hours
P4, General Requests 24 Business Hours Ad-Hoc

‍
Enterprise Plan Support Response Times

Priority Initial Response Time Subsequent Response Time
P1, Critical Incident 1 Hour 2 Hours
P2, Significant Incident 2 Business Hours 4 Business Hours
P3, Standard Incident 12 Business Hours 24 Business Hours
P4, General Requests 24 Business Hours Ad-Hoc

‍

4. Maintenance

‍4.1  We will use commercially reasonable efforts to provide corrective maintenance as necessary to fix incidents in accordance with this Section 4. Pigment will provide You prior notice of any scheduled maintenance. Where downtime is required for planned essential maintenance, We will utilize out-of-hours periods where possible to minimize disruption. We determine the resources, tools, methods and means of performance required to perform maintenance. ‍

4.2 Issues not covered by the maintenance includes any issue:

  • Due to factors beyond Pigment’s reasonable control (e.g., a network outage),
  • Related to the Your use of any material, accessory, supply and/or service not provided by Pigment,
  • Related to any modification You have made to the Solution,
  • Following interference by any person other than Pigment’s personnel, without Pigment’s prior written consent,
  • Resulting from the Customer’s inappropriate or noncompliant use of the Solution.

4.3 Our official language for communication is English. We will endeavor to provide support via a French-speaking representative available during EMEA business hours.

Pigment symbol in carbon 100
Logo Soc2 for Pigment
Certified
SOC 2 Type 2
4.7/5 rating
4.6/5 rating
Product
Platform OverviewPigment AITemplated applicationsIntegrationsSecurityPigment vs. AnaplanPigment vs. Workday Adaptive PlanningPigment vs. PlanfulRequest a demo
Use cases
For Finance teamsFor HR teamsFor Sales and Revenue teamsFor Supply chain teamsBudget planning & ForecastingP&L, Cash Flow, and Balance SheetHeadcount planningSales forecasting Sales capacity planningTerritory & quota planningAccount scoring & segmentationS&OPDemand & inventory planningRevenue growth managementProduct profitability analysisESG performance
Resources
Resource CenterProduct ToursWebinarsEventsCommunityPigment AwardsWhat’s new in Pigment?RoadmapContact us
Company
About PigmentCustomersPartnersCareersRecognitionNewsroom
Legal
Online MSAPrivacy PolicyCookies PolicyLegal notice
Follow
Linkedin
Youtube
X

© 2025 Pigment. All rights reserved.

English
English
Français