Support Levels and SLA
You can submit technical questions or request assistance to Grafieks support team by mailing to support@grafieks.com.
Support Levels
Section titled “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 “Team” subscription plan (For detail, connect with Grafieks sales team)
Severity Level and Response Time** for Standard Support package
Section titled “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.