Your success is our priority. Find support options, review our service-level commitments, and submit a support request below.
We commit to maintaining high availability and timely support responses. Below is an overview of our SLA commitments by plan tier and severity level.
| Severity | Basic Plan | Professional Plan | Enterprise Plan |
|---|---|---|---|
|
Critical Production down |
Response within 4 hours Resolution target 24 hours |
Response within 1 hour Resolution target 12 hours |
Response within 30 minutes Resolution target 6 hours |
|
High Major functionality impaired |
Response within 8 hours Resolution target 48 hours |
Response within 2 hours Resolution target 24 hours |
Response within 1 hour Resolution target 12 hours |
|
Medium Minor issue or workaround available |
Response within 24 hours Resolution target 5 business days |
Response within 8 hours Resolution target 3 business days |
Response within 4 hours Resolution target 2 business days |
|
Low General questions, enhancements |
Response within 3 business days | Response within 1 business day | Response within 8 business hours |
Note: “Response” means initial acknowledgement. “Resolution” target depends on issue complexity; actual resolution times may vary. See full SLA document for details.
Included
+€29/mo
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