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Support options

Reliable support is what differentiates a good solution from a great solution.

That’s why we at Flexmonster are dedicated to providing world-class customer support. Our goal is to help you resolve any questions quickly and efficiently.

We offer two support options — Standard and Premium. Standard Support is included with your license automatically, or you can upgrade to Premium for additional services.

The key differences between Standard and Premium Support options are outlined in the table below. Please contact us if you’d like to add Premium Support to your license.

Standard
(included in the annual maintenance)
Premium
(additional option)
Support availability Mon-Fri (9:00-18:00 EET) + prioritized response
Response time 2 business days 1 business day
Tickets handled by Tech Team Tech Team and Product Engineers
Personal Customer Service Manager
Support channels Support Forum Support Forum and e-mail
Bug fixing time up to 4 weeks up to 2 weeks
Hotfixes
Escalate a request Optional
Live support sessions
Call on demand
Customization requests Optional
Custom domains for SaaS*

Benefits of Premium Support

  • Prioritized response. You can submit an unlimited number of requests to the Support Team or to your Customer Service Manager and expect a comprehensive answer within just 24 hours.
  • Direct support from Flexmonster product engineers. Your technical inquiries are processed by our developers — the very same people who stand behind Flexmonster’s code.
  • Personal Customer Service Manager. Your designated Customer Service Manager understands the technical requirements of your project and maintains a complete communication record with your company to ensure that your support requests are always understood and prioritized.
  • Priority bug-fixing. If you happen to encounter a bug, we will fix it in the nearest minor update (minor updates are released once every two weeks).
  • Hotfixes. Critical bugs reported by Premium Support clients are fixed outside the release cycle (normally within 24 hours).
  • Escalate a request. With Premium Support you can draw attention to an urgent or specific request that you think should be investigated more carefully. You can escalate this request directly to the product engineers and make it a number one priority in our clients’ requests queue.
  • Live support sessions. Premium Support customers are entitled to 3 one hour online sessions per year. Just pick a time and our developers will assist you over an online screen-sharing session.
  • Call on demand. Being a Premium Support customer, you can request a call for project specific assistance or any licensing questions.
  • Customization requests. Premium Support clients can request customizations from our developers if a required feature is not yet available in Flexmonster. Requirements, timeframe, and cost estimations are discussed separately for each project.
  • *Custom domains for SaaS. Premium Support for your SaaS application license adds coverage of custom domains. Make Flexmonster available to your SaaS subscribers through alternative or white-label domains with the Premium Support option.