Support Options and SLAs (Service Level Agreements)

Standard Support

  • Response within 24 business hours
  • Support via email and customer portal
  • Access to technical and functional documentation

Advanced Support ​(recommended for growing organizations)

  • Response within 4 business hours for critical issues
  • Dedicated channel (email + phone)

  • Monthly proactive follow-ups

  • Priority fixes and assistance

Service Level Commitments (SLAs)

  • Support team availability:  Monday to Friday, from 9:00 AM to 6:00 PM (local time)
  • Target resolution time:
    • Critical incidents (blocking): 1 business day max
    • Major incidents: 2 business days
    • Minor issues / feature requests: 5 business days