Support options

Reliable support is what often separates a good solution from a great solution. That’s why we at Flexmonster are dedicated to providing world-class customer support to help you resolve any questions quickly and efficiently.

We understand that some of our clients, due to the nature of their business, require additional support benefits to ensure the highest level of technical assistance available. This is why we offer Premium Support as an optional feature to consider.

You can see the key differences between Standard and Premium Support options in the table below.

Standard
(included in the annual maintenance*)
Premium
(optional feature)

Service availability

MON-FRI (9:00-18:00 EET)

24×7

Response time

2 business days

24 hours

Support provided by

Support Team

Developers

Bug fixing time

Within minor releases
(2-4 weeks)

In the nearest minor release
(2 weeks)

Emergency fixes

No

Yes

Support channels

Support Forum

Support Forum or E-mail

Personal Client Manager

No

Yes

Live support sessions

No

Yes

Customization requests

No

Yes

Wishlist requests

No

Yes

* – Support is not included in Single Corporate License Basic




Benefits of Premium Support
24×7 assistance
You can submit an unlimited number of requests to the Support Team or your Client Manager and expect a comprehensive answer within just 24 hours.
Direct support from Flexmonster developers
Your technical inquiries are processed by our developers — the very same people who stand behind Flexmonster’s code.
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).
Emergency fixes
Critical bugs reported by Premium Support clients are fixed outside the release cycle (normally within 24 hours).
Personal Client Manager
Your designated Client Manager understands technical requirements of your project and maintains a complete communication record with your company to ensure that your support requests are always prioritized.
Live support sessions
Premium Support customers are entitled to 3 online sessions per year, each session lasting up to 1 hour. Just pick a time and our developers will assist you over an online screen-sharing session.
Customization requests
Premium Support clients can request a customization to be performed by our developers if a needed feature is not yet available in Flexmonster.
Wishlist requests
You are welcome to send us your wishes for the future development of the component: specific behavior, design ideas, new features etc. All wishlist requests will be carefully considered by the product managers and potentially added to the development plan or the backlog.

Please contact us if you’d like to add Premium Support to your license maintenance.