This Support Policy outlines how you can get help—from our Standard Support available to all users, to the additional coverage offered by Premium Support. Whether you’re a free user or on an enterprise plan, we’re here to ensure you have the best experience possible.
1. Standard Support
Standard Support applies to all Picflow customers. We assist everyone to the best of our ability, but we prioritize customers with an enterprise agreement and paid plan.
Support Channels
Knowledge Base: Dive into our FAQ and how-to guides: Knowledge Base
Support Chat: Send us a message through our in-app support chat.
Bug Reports: Spot a glitch? We’ll do our best to fix it: Report a Bug
Priority & Availability
Customers with a paid plan get priority (Enterprise > Biz > Pro). Sometimes, we turn off the support chat for free users. We’ll do our best to reply during regular business hours. Explore Premium Support if you need guaranteed response times.
2. Premium Support
ℹ️ Available as an add-on for enterprise customers. Contact us
Businesses or teams that need guaranteed response times, more personalized help, and the peace of mind of 24/7 coverage for critical issues.
Reporting Incidents: Create a ticket and assign a priority level that reflects how badly the problem affects your team. The more details you can share (time of the issue, error messages, steps to reproduce, etc.), the faster we can help.
Support Hours: Picflow will provide Support during Picflow’s normal business hours, excluding holidays. For issues with the priority “Urgent,” we’ll provide 24/7 coverage until that urgent issue is resolved.
Priorities and Response Times
Priority | Description | Response | Updates |
Urgent | The Service is down or severely impacted (e.g., critical infrastructure failure leading to downtime). | 2 hours | Hourly |
High | A Core Functionality is broken with no workaround available (but not complete Service downtime). | 4 Hours | 24 Hours |
Medium | Some functionality is affected, but you can still work. Minor bugs with possible workarounds. | 24 Hours | None |
Low | Minor or cosmetic issues that don’t significantly impact your ability to use the Service. | 48 Hours | None |
For reference, “Core Functionality” includes vital tasks like registration and login, opening your dashboard and galleries, creating/deleting galleries, inviting/sharing, updating access rights, billing, and guest access.
Exclusions
We do our best to help, but there are a few areas we can’t control:
Using Picflow in unintended ways.
General internet or connection problems.
Issues related to your own hardware or software setup.
Third-party services or integrations we don’t operate.