FormKiQ Advanced and Enterprise include additional support and services provided by experienced cloud/serverless software architects and engineers, including the following:
Installation and On-Boarding Support
Step-by-Step assistance or whatever else you require to get up and running will be provided directly by our cloud experts.
Available with:
Hands-On Help from the FormKiQ Founding Team
In addition to our documentation, FormKiQ provides installation and on-boarding support, whether by videoconference, email, Slack, or phone, for up to twenty hours. Learn more about our software and engineering experience on our About page.
Prioritized Bug Fixes
FormKiQ gives priority to bugs reported by Advanced and Enterprise customers, with structured response commitments and clear communication throughout the resolution process.
Available with:
How prioritized bug fixes work
All issues reported to FormKiQ are reviewed and addressed. For Advanced and Enterprise customers, reported bugs receive prioritized triage, a formal response with severity classification, and a committed resolution timeline — so your team always knows where an issue stands and when to expect a fix.
When a bug is reported, FormKiQ will:
- Acknowledge receipt and confirm the issue is under review
- Assess and communicate severity classification based on operational impact
- Provide a resolution timeline based on severity and complexity
- Keep your team informed of progress through to resolution
- Deliver prioritized bug fixes ahead of the standard release cycle where severity warrants it
Severity classification
FormKiQ classifies reported issues across four severity levels, each with corresponding response and resolution commitments:
Critical — platform or data integrity impact
Issues that cause platform unavailability, data loss risk, security exposure, or significant disruption to core document operations. Critical issues receive immediate attention and are resolved or mitigated outside the standard release cycle, with ongoing communication until the issue is fully resolved.
High — significant operational impact
Issues that materially affect a key workflow, feature, or integration without a straightforward workaround. High severity issues are prioritized in the active development cycle with a committed resolution timeline communicated within two business days of confirmed reproduction.
Medium — limited operational impact
Issues that affect a feature or workflow but where a workaround exists or the impact is limited in scope. Medium severity issues are scheduled for resolution in an upcoming release, with timeline communicated to the reporting customer.
Low — minor or cosmetic issues
Issues that have minimal operational impact — UI inconsistencies, documentation gaps, or minor behavioral differences from expected behavior. Low severity issues are logged, reviewed, and addressed as part of the regular release cycle.
What to expect when you report an issue
Advanced and Enterprise customers report issues through the FormKiQ Support Portal, with Advanced and Enterprise customers also having access to a Private Slack Channel and Videoconferencing for higher-severity issues. When you report a bug, you will receive:
- An initial acknowledgment confirming receipt
- A severity assessment and classification
- A resolution timeline or, for complex issues, an interim update schedule
- Ongoing communication through to resolution
- Confirmation when the fix has been deployed, including details of what was resolved and any configuration steps required
For Enterprise customers, bug fix timelines and escalation paths can be structured as part of the overall engagement to reflect the operational requirements of your deployment.
Prioritized bug fixes and the release cycle
FormKiQ follows a structured platform evolution philosophy that prioritizes backward compatibility, controlled module versioning, and non-breaking upgrade paths. Prioritized bug fixes for Advanced and Enterprise customers are delivered within this framework — critical and high severity fixes are deployed ahead of the standard release cycle where necessary, while medium and low severity fixes are incorporated into scheduled releases and communicated in release notes.
Enterprise customers with structured release coordination requirements — including extended update validation windows and formalized change management processes — can work with FormKiQ to align fix deployment to their operational schedule.
Source Code Access
FormKiQ's source code access model is designed to give qualified organizations the transparency and customization capability they need — while preserving the integrity of the commercial platform and the investment FormKiQ has made in its proprietary modules and capabilities.
How source code access works
FormKiQ operates a layered source code model that reflects the different nature of each platform component.
FormKiQ Core — fully open
FormKiQ Core is publicly available under its open source license. The complete source code is accessible to anyone, with no restrictions on review, customization, or use within the terms of the license. Organizations evaluating FormKiQ, developers building integrations, and technical teams conducting security assessments can work directly with the Core codebase without any agreement or approval required.
Available with:
Commercial modules and editions — conditional access
Source code for FormKiQ's commercial modules — Capability Extension Modules, Integration Framework Modules, Document Gateways, and Solution Layers — is proprietary. Access is not provided as a standard entitlement of any commercial edition. Where source code access to commercial components is made available, it is provided on a conditional basis, scoped to specific modules, and governed by a separate source code access agreement that defines permitted uses, restrictions, and confidentiality obligations.
Can be made available for certain use cases with:
When conditional source code access is considered
FormKiQ evaluates source code access requests for commercial modules on a case-by-case basis. Requests are considered where there is a clear and legitimate operational need that cannot be met through the standard API, documentation, and support model. Circumstances that may support a source code access request include:
- Deep integration requirements — where understanding internal processing logic is necessary to build a reliable integration that the API surface alone cannot fully support
- Security assurance programs — where an organization's internal security policy or a regulatory requirement mandates code-level review of software processing sensitive data
- Custom module development — where a partner or Enterprise customer is extending FormKiQ functionality and requires visibility into specific module internals to avoid duplication or conflict
- Audit and compliance validation — where a regulator, auditor, or procurement authority requires source code review as a condition of approval
What conditional access looks like in practice
Where source code access is approved, it is structured to be as useful as possible for the specific need while protecting FormKiQ's commercial interests:
- Access is scoped to the specific module or component relevant to the stated need — not the full commercial codebase
- Access is provided under a source code access agreement that defines permitted review, modification, and distribution rights
- Access does not grant redistribution rights or the right to use the code outside the scope of the agreement
- Modifications or improvements developed using the source code may be subject to contribution or notification obligations defined in the agreement
- Access is not provided to organizations whose primary business is directly competitive with FormKiQ's commercial platform offering
Why this model
FormKiQ's commercial modules represent significant ongoing investment in specialized document management capabilities — AI processing pipelines, integration framework logic, document gateway connectors, and solution layer data models — that are not replicated by the open source ecosystem. Providing unrestricted source code access to commercial modules would undermine the commercial model that funds their continued development, and would expose FormKiQ's proprietary implementation to competitive appropriation without the protections that the open source license provides for Core.
At the same time, FormKiQ recognizes that for certain regulated industries, security-sensitive deployments, and deep integration programs, source code visibility is a genuine operational requirement rather than a preference. The conditional access model is designed to accommodate those legitimate needs without creating a blanket entitlement that would not serve the long-term health of the platform or the partner ecosystem built on it.
For Enterprise customers and partners
Enterprise customers and FormKiQ partners with OEM or white-label agreements have the clearest path to source code access discussions, as the nature of those relationships — long-term, contractually structured, and aligned with FormKiQ's commercial interests — provides the framework within which access can be responsibly extended. Enterprise engagement conversations are the appropriate starting point for organizations with source code access requirements.
Professional Operational Support
FormKiQ provides structured operational support for Essentials, Advanced, and Enterprise customers — with a committed response timeline, clear communication of issue cause and resolution path, and direct access to FormKiQ's technical team.
Available with:
What professional operational support covers
Professional Operational Support is available for issues affecting the operation of your FormKiQ deployment — platform behavior, configuration questions, integration troubleshooting, module functionality, and deployment-related issues. Support is provided by FormKiQ's technical team, with access to the platform engineers responsible for the components relevant to your issue.
Support covers:
- Platform operational issues affecting document management workflows
- Configuration and deployment questions
- Integration and API troubleshooting
- Module and gateway behavior
- Performance and reliability concerns
- Guidance on platform features and capabilities relevant to your deployment
How support is delivered
Support requests are submitted through the FormKiQ Support Portal, which provides a structured intake process for issue reporting, status tracking, and communication history. Every support request receives a formal response that includes all available information on the cause of the issue, the steps being taken to address it, and a committed resolution timeline based on severity classification.
For Advanced and Enterprise customers, support is also available through a Private Slack Channel, providing a direct line to the FormKiQ team for issue reporting, follow-up questions, and ongoing communication during active issue resolution. Videoconferencing support is available for issues that benefit from live technical discussion, screen sharing, or architectural review.
Response commitments
| Support channel | Essentials | Advanced | Enterprise |
|---|---|---|---|
| FormKiQ Support Portal | Included | Included | Included |
| Response timeline | Two business days | Two business days | Two business days |
| Private Slack Channel | — | Included | Included |
| Videoconferencing support | — | Included | Included |
| Rapid Response (eight business hour SLA) | — | Optional Add-On | Optional Add-On |
What to expect from a support response
When you submit a support request, FormKiQ will provide:
- Acknowledgment of receipt confirming the issue is under review
- A technical assessment of the issue including all available information on cause
- A severity classification based on operational impact
- A resolution timeline or, for complex issues, an interim update schedule with a commitment to regular communication until resolution
- Follow-up confirmation when the issue is resolved, including any configuration changes, workarounds applied, or fixes deployed
For Advanced and Enterprise customers, active issues can be tracked and discussed in real time through the Private Slack Channel, reducing the latency of back-and-forth communication that portal-only support can introduce.
Rapid Response Operational Support
For deployments where operational continuity is critical and a two business day response window is not sufficient, FormKiQ's Rapid Response Operational Support provides an eight business hour response SLA with direct access through multiple synchronous support channels.
Available as an Add-On with:
What rapid response support provides
Rapid Response Operational Support is designed for Advanced and Enterprise customers running production workloads where document management operations are time-sensitive — regulated workflows with same-day processing requirements, high-availability deployments where extended downtime carries compliance or service delivery consequences, and operational environments where issues need to be actively worked rather than queued.
Rapid Response support provides:
- Eight business hour response SLA from issue submission to initial technical response
- Direct access to FormKiQ's technical team through a dedicated private Slack channel
- Synchronous support via videoconferencing or phone for issues requiring live technical engagement
- Active issue management with regular status updates until resolution
- Escalation path to FormKiQ platform engineers for complex or high-severity issues
- Priority placement in the bug fix and resolution queue for confirmed platform issues
How rapid response support is structured
Rapid Response support operates through a combination of asynchronous and synchronous channels, giving your team flexibility in how they engage depending on the nature and urgency of the issue.
Private Slack Channel
A dedicated private Slack channel provides a direct line to the FormKiQ support team for issue reporting, status updates, follow-up questions, and ongoing communication during active issue resolution. The Slack channel is monitored during business hours with response within the committed SLA window.
Videoconferencing
For issues that require live technical discussion, architecture review, screen sharing, or coordinated troubleshooting across your team and FormKiQ's engineers, videoconferencing sessions can be scheduled rapidly in response to active issues. This is particularly useful for complex integration issues, deployment configuration problems, and performance investigations that benefit from real-time collaborative diagnosis.
Phone
Direct phone support is available for critical issues where immediate voice communication is the fastest path to resolution — particularly useful during active incidents where your team needs a live FormKiQ contact while working through resolution steps in parallel.
Response and resolution commitments
| Rapid Response | |
|---|---|
| Initial response SLA | Eight business hours |
| Support channels | Support Portal, Private Slack, Videoconferencing, Phone |
| Severity assessment | Provided with initial response |
| Resolution timeline | Communicated with severity assessment |
| Status updates during active issues | Regular, committed cadence until resolution |
| Priority in fix queue for confirmed platform issues | Yes |
When rapid response support is the right choice
Rapid Response Operational Support is the appropriate choice for deployments where:
- Document management workflows operate under time-sensitive processing requirements where a two business day response window would cause material service delivery impact
- Regulatory or operational obligations require high availability and rapid incident response
- Your deployment is in active production rollout or migration, where issues need to be resolved quickly to maintain project timelines
- Your organization's internal SLAs to end users or regulated counterparties require a faster external support commitment than standard operational support provides
- Integration complexity or module configuration means that issues, when they occur, benefit from rapid synchronous engagement rather than asynchronous portal communication
For Enterprise customers with more demanding availability requirements — including 24/7 operational support, dedicated support contacts, or formalized incident response processes — these can be discussed as part of the Enterprise engagement and structured into the commercial agreement.
FormKiQ Partner, OEM, and Reseller Licensing
FormKiQ's partner and OEM licensing model enables organizations to build and distribute commercial software products that include FormKiQ as the document and information management layer — using FormKiQ's multi-tenant architecture, regional deployment flexibility, and modular platform as the foundation for vertical and industry-specific solutions.
Available as a Customized or Add-On License with:
What partner and OEM licensing enables
FormKiQ's commercial licensing model is designed to support a range of partner and distribution structures, including:
OEM and white-label
Bundle FormKiQ as a document management component within a branded software product, with the FormKiQ platform and module components identified within customer agreements for licensing and support clarity. White-label positioning allows the partner's product name to serve as the primary commercial identifier while maintaining the structural transparency required for licensing, support responsibility, and intellectual property clarity.
Reseller and system integrator programs
Resell FormKiQ editions and modules as part of a solution delivery program, with clear commercial structure distinguishing platform licensing from partner-delivered services. Reseller and system integrator arrangements are well suited to organizations that deliver FormKiQ as part of a broader implementation or managed service program for their customers.
Vertical solution delivery
Build and distribute industry-specific document management solutions on top of the FormKiQ platform, using FormKiQ's Solution Layer architecture to accelerate time-to-market without maintaining a full DMS platform internally. Solution partners develop and maintain their own domain-specific models, workflows, and interface components within the FormKiQ architecture, building differentiated offerings that leverage FormKiQ's governance and deployment model as their foundation.
Multi-region and multi-instance licensing
For partners operating FormKiQ across multiple customer environments, regions, or instances, FormKiQ's multi-region and multi-instance licensing structures provide a commercial framework that reflects the operational scope of the deployment without requiring a separate license negotiation for each instance.
Licensing structure and commercial terms
Partner and OEM licenses are defined through a commercial agreement between FormKiQ and the partner organization. Key structural elements include:
- Platform Edition licensing remains clearly identified within partner commercial agreements, even when presented under a unified partner product name
- Module and Solution Layer licensing is independently identifiable within the commercial structure
- Infrastructure costs — whether borne by the end customer or the partner — are treated separately from platform licensing
- Support responsibilities are clearly defined: partners provide Level 1 and Level 2 support to their customers; FormKiQ provides Level 3 platform engineering support through partner escalation
- White-label and OEM positioning does not alter intellectual property ownership or support boundaries
Customized Edition configurations — pre-bundled platform and module combinations tailored to a specific vertical or market segment — are available for strategic partner programs and are defined through prior alignment with FormKiQ to ensure platform integrity, support boundary clarity, and long-term upgrade compatibility.
Standard license boundaries
FormKiQ's standard commercial licenses already permit a range of distribution and operational models. The partner and OEM licensing structure is designed for situations where the standard license boundaries need to be extended or formalized — for example, where a partner is building a branded product on top of FormKiQ, operating FormKiQ across a large number of customer instances, or where the commercial relationship between FormKiQ, the partner, and the end customer needs to be explicitly defined for contractual, procurement, or regulatory reasons.
If you are uncertain whether your intended use case falls within the standard license terms or requires a formal partner arrangement, the right first step is a conversation with FormKiQ to clarify the boundary before any commitment is made.
Who partner and OEM licensing is designed for
System integrators, managed service providers, vertical solution vendors, and software product companies that are building document management capability into a commercial product and want a platform foundation they can extend, brand, and distribute — with a formal commercial structure that reflects the nature of the relationship.
The partner licensing conversation starts with understanding your product, your distribution model, and your customer base. From there, FormKiQ works with you to define the right licensing structure before any commitment is made.
Professional Services and Custom Development
FormKiQ's professional services program provides architecture, integration, and custom development support for Advanced and Enterprise deployments — helping organizations accelerate implementation, extend platform capabilities, and connect FormKiQ to the systems and workflows their operations depend on.
Available as an Add-On Service with:
What professional services covers
FormKiQ professional services engagements are scoped to the specific needs of each deployment. Services are available as add-ons to Advanced and Enterprise editions and are delivered by FormKiQ's technical team — the same team responsible for platform development and architecture.
Architecture and deployment services
- Deployment architecture review and design for complex, multi-region, or high-availability environments
- Custom deployment configuration and infrastructure planning
- Migration architecture and planning for organizations moving from legacy ECM platforms
- Compliance and security configuration review aligned to specific regulatory frameworks
Integration and custom development
- Custom module development for workflows, processing pipelines, and business logic not covered by standard Capability Extension Modules
- Integration framework implementation for ERP, CRM, HRIS, case management, and custom line-of-business systems
- Document gateway implementation and configuration for source systems not covered by standard gateways
- Custom API development and endpoint extension for system-specific interaction patterns
- Workflow automation design and implementation using FormKiQ's workflow, queue, and ruleset architecture
Data and document migration services
- Document and metadata migration from legacy ECM platforms, cloud storage, and custom document stores
- Metadata mapping and classification during migration to ensure documents arrive in FormKiQ with governance context intact
- Migration validation and reconciliation to confirm completeness and accuracy of transferred collections
Solution layer development
- Custom Solution Layer development for vertical or industry-specific document management programs
- Domain-specific data model, workflow template, and interface component development
- Solution Layer implementation for contracts, cases, grants, claims, records, and other defined business programs
Ongoing managed services
- Post-deployment operational management for organizations that want FormKiQ's team involved in ongoing platform operations
- Platform health monitoring and proactive issue identification
- Release management and update coordination for Enterprise deployments with structured change management requirements
- Capacity planning and performance optimization for high-volume or high-availability deployments
How professional services engagements work
Professional services are scoped and priced on a per-engagement basis. The process starts with a scoping conversation to understand the specific need, the existing environment, and the desired outcome. From there, FormKiQ provides a defined scope of work with clear deliverables, timeline, and commercial terms before work begins.
For Enterprise customers, professional services are often structured as part of the broader Enterprise engagement — with architecture review, migration planning, integration development, and ongoing managed services defined together as a coherent program rather than individual engagements.