Support options

To get in touch with support, please send an email to [email protected]

Plan Free Starter Business Enterprise
Self-help resources
Hours of Availability 9/51 9/51 24/7
Initial response times2 L1: Critical 4 Hr 2 Hr 1 Hr
L2: High 12 Hr 6 Hr 2 Hr
L3: Major 2 Business Days 1 Business Day 8 Hr
L4: Minor 4 Business Days 2 Business Days 24 Hr
Escalation Management
Development Escalation Priority
Price3 Free Bundled with
Starter
license
Bundled with
Business
License
Bundled with
Enterprise
License

19/5 Support: Hours of coverage include 9am to 5pm for the Central European Standard Time Timezone Monday through Friday.

2Initial response times: Full descriptions of severity levels are as follows:

  • Critical: Service is down or major malfunction affecting business and high number of staff. No known workaround is available
  • High: Serious degradation of service performance of functionality. Acceptable processing alternatives or workarounds exist which yield the desired result.
  • Major: Application issue that has a moderate impact to the business. Acceptable processing alternatives or workarounds exist which yield the desired result.
  • Minor: Issue or question with limited business impact. Appropriate processing results can be obtained by working around the fault.

3​Custom Online/video training is available for an additional fee. Contact [email protected] for more information.

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