Support Policy
Support services and response commitments
Language Notice
Our legal documents are provided in English as the authoritative version. While navigation and interface elements are available in multiple languages, the legal content remains in English to ensure accuracy and legal validity. This is standard practice for B2B enterprise software platforms.
For questions about these documents in your local language, please contact our legal team at legal@flowapp.com
1Support Tiers
We offer three support tiers: Community (forum-based), Professional (email support), and Enterprise (priority support).
Support Tier Comparison:
Community
Community-driven support with documentation and forums
Available Channels:
- • Community Forum
- • Documentation
Coverage:
- • Community-driven support
- • 99.0% uptime SLA
- • Response time: Best effort
Professional
Business hours support with email and documentation
Available Channels:
- • Email Support
- • Documentation
- • Live Chat
Coverage:
- • Business hours support
- • 99.5% uptime SLA
- • Response time: 48 hours
Enterprise
24/7 priority support with dedicated resources
Available Channels:
- • Phone Support
- • Priority Email
- • Live Chat
- • Dedicated Account Manager
Coverage:
- • 24/7 priority support
- • 99.9% uptime SLA
- • Response time: 4 hours
2Support Channels
Support is available through community forums, email tickets, and phone support (Enterprise tier only).
Support Channel Details:
Community Forum
Public community discussions and peer support
Availability: 24/7
Best for: General questions, feature discussions
Email Support
Direct support via email ticketing system
Availability: Business hours
Best for: Technical issues, account questions
Phone Support
Direct phone access to support engineers
Availability: Enterprise tier only
Best for: Critical issues, urgent problems
Live Chat
Real-time chat with support specialists
Availability: Professional+ tiers
Best for: Quick questions, guidance
3Response Times
Response times vary by tier and issue severity. Critical issues receive priority handling across all tiers.
Response Time Matrix:
| Priority Level | Community | Professional | Enterprise |
|---|---|---|---|
| Critical (P1) | Best effort | 24 hours | 1 hour |
| High (P2) | Best effort | 48 hours | 4 hours |
| Medium (P3) | Community driven | 3 business days | 24 hours |
| Low (P4) | Community driven | 5 business days | 48 hours |
4Support Scope
Support covers software bugs, installation assistance, configuration help, and usage guidance within the scope of our documentation.
✓ Included Support
- • Software installation and configuration
- • Bug fixes and troubleshooting
- • Feature usage guidance
- • Performance optimization advice
- • Security best practices
- • API documentation and examples
- • Version upgrade assistance
- • Basic integration guidance
✗ Not Included
- • Custom development or modifications
- • Third-party system integration
- • Data migration services
- • Training beyond documentation
- • Infrastructure setup and management
- • Modified or customized software
- • General IT or system administration
- • Issues caused by unsupported configurations
5Support Limitations
Support does not include custom development, integration with third-party systems, or assistance with modified software.
Support Limitations:
- • Support is provided in English only
- • Remote access to customer systems may be required for troubleshooting
- • Support covers current and previous major version only
- • Issues must be reproducible in supported environments
- • Custom code or configurations are not covered
- • Third-party plugin or extension issues require vendor support
6Escalation Process
Issues can be escalated through our management chain if not resolved within the agreed timeframe.
Escalation Process:
Level 1 - Frontline Support
Initial triage, common issues, and basic troubleshooting
Level 2 - Technical Specialists
Complex technical issues, configuration problems, and advanced troubleshooting
Level 3 - Engineering Team
Product bugs, feature requests, and code-level issues
Management Escalation
Service level breaches, customer satisfaction issues, and contract matters
7Support Contact Information
Choose the appropriate support channel based on your subscription tier and issue type:
General Support:
Email: support@flowapp.com
Community: community@flowapp.com
Documentation: Available 24/7 online
Enterprise Support:
Phone: Available to Enterprise customers
Priority Email: Dedicated enterprise queue
Emergency: 24/7 critical issue hotline