Last Updated: July 30, 2021
Planyway is committed to providing high-quality service to our users. Our dedicated Support team is on-hand to make sure that our users are enabled to derive benefit from the Planyway solution with minimal disruption. Planyway Support services are available to all users with a valid Planyway license or active subscription.
Our Support team is available:
from 9:30am GMT+7 to 6:30pm GMT+7
Excluding weekends and national holidays in Russia
Email support – you can send your support requests to email@example.com
Chat support - reach out to our support team through the chat available during business hours at planyway.com. If the request is submitted outside business hours, you’ll get a response at the earliest convenience by email.
In-app support – a support icon inside the app allows users to open a ticket right there. The response will be received by email.
Help center – guides and articles on anything you need to know about Planyway.
Incidents and support requests should be reported by users to Planyway through any of the support channels listed above. Our Support team assesses the urgency and impact of each support request, prioritizes them accordingly from most to least critical, and shall respond within the time frames set forth in the table below:
|Critical||3h||8h per day, Monday to Friday|
|Severe||5h||8h per day, Monday to Friday|
|Medium||8h||8h per day, Monday to Friday|
|Low||16h||8h per day, Monday to Friday|
* Severity is estimated based on the request urgency and impact on users.
** First response means the period between the moment when you reported the request and the moment when the first response was sent by email or in the website chat.
*** Coverage means the period during which the Support team shall provide maintenance excluding national holidays in Russia.