Support Levels and SLA
You can submit technical questions or request assistance through Grafieks Customer Portal. As an alternative, support questions or request assistance can be submitted via email from the registered account administrator's email address to Grafieks support team.
Support Levels
Grafieks offers two levels of support for our customers.
- Standard Support – provided complimentary, designed to meet support needs of all customers, including Free Forever plan subscribers.
- Pro Support – provided as part of Grafieks pro packages (For detail, connect with Grafieks sales team)
Severity Level and Response Time** for Standard Support package
| Severity Level | Description | Response Time** |
|---|---|---|
| P1 (Critical) | System outage, data loss, or major functionality loss | Immediate (within 1 hour) |
| P2 (High) | Significant system degradation, impacting multiple users | 1 business days** |
| P3 (Medium) | Minor system degradation, impacting a few users | 2 business days** |
| P4 (Low) | Software is usable but non-critical issue, impacting a single user | 3 business days** |
** Business hours - Monday to Friday, 9:00 to 18:00 GMT excluding local, national holidays.
Grafieks retains the right to alter the priority, order, classification, and response strategy for issues.