Resources · Support policy
Support hours and response times.
How the phaf team handles support requests. A signed support agreement takes precedence over this page.
Who can open a request
Customers with an active license or support agreement, through the support form or by email. Each customer names up to three contacts who can open requests.
Support hours
Standard support: Monday to Friday, 09:00 to 17:00 Central European Time (Warsaw), except public holidays in Poland. Premium support (included in Enterprise, optional in the other editions): Monday to Friday, 07:00 to 20:00 Central European Time, and critical requests at any time.
Severity levels
Critical: a production flow is stopped and there is no workaround. High: a production flow is degraded or a workaround is needed. Normal: a problem with limited impact, or a question about configuration. Low: documentation, cosmetic issues and feature requests.
First response, standard support
Critical: 4 business hours. High: 1 business day. Normal: 2 business days. Low: 5 business days.
First response, premium support
Critical: 1 hour, at any time. High: 4 business hours. Normal: 1 business day. Low: 3 business days.
Response and resolution
Response time is when a support engineer starts working on the request. For critical requests we stay on the problem until the flow is running again, through a fix or a workaround, and agree on the next steps in writing.
What is included
Help with installation and upgrades, product defects, questions about connectors and settings, and new versions of phaf during the agreement.
What is a separate service
Building or changing flows, mappings and custom connectors, work on systems outside phaf, and on-site visits. These are quoted as implementation services.
What helps us help you
The phaf version, the workspace, the connector and the Message Id, the time of the problem, and the log of the transaction. Never send passwords or private keys.