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