Support is included with every FlowForma subscription: FlowForma Process Automation, FlowForma Contract, FlowForma Agent Trust and FlowForma Assure. It is delivered by FlowForma's customer support team. This Support Policy forms part of your agreement with FlowForma, alongside your order form and the Terms and Conditions.
1. How to contact support
- Customer Portal (preferred): support.flowforma.com
- Email: support@flowforma.com
- Phone: +353 (0)1 5369 650, during support hours
Raising a ticket through the Customer Portal lets you track progress and gives our team the details they need to help you quickly.
2. Support hours
9:00 a.m. to 5:30 p.m. Irish time, Monday to Friday, excluding Irish public holidays ("Support Hours"). Target response and resolution times are measured during Support Hours unless stated otherwise.
If you need support outside Support Hours, or services beyond standard support, these can be provided at a price agreed with you.
3. Priority levels and targets
| Priority | What it means | Target response | Target resolution |
|---|---|---|---|
| P1 | The service is not responding or not working, critically affecting most users, with no workaround. | 1 business hour | 1 business day |
| P2 | The service works but is materially degraded, or the issue could have a high operational impact for several users. | 4 business hours | 2 business days for a workaround where available, or up to 2 weeks for a product fix |
| P3 | A non-critical issue with no significant impact on overall performance, though the user experience may be affected. | 1 business day | 10 business days for a workaround where available, or up to 6 weeks for a product fix |
| P4 | A general question, a change request to review, or a minor issue. | 2 business days | Depends on the nature of the query |
4. Support conditions
- Target times are service targets, not guarantees of resolution. Resolution can depend on how complex the issue is, third-party dependencies, your cooperation and whether a product change is needed.
- FlowForma may provide a workaround before a permanent fix.
- Issues caused by unsupported customer systems, third-party services outside FlowForma's control, misuse or customer configuration may be reclassified or handled outside the target times.
- FlowForma may ask for reasonable diagnostic information and your cooperation to investigate an issue.
- Security incidents are escalated through FlowForma's internal incident management process as well as normal support handling.
5. Maintenance and releases
FlowForma releases updates after testing and quality assurance review. Releases and maintenance may occasionally cause a brief interruption, and FlowForma will use commercially reasonable efforts to minimize disruption. Emergency maintenance may be carried out without advance notice where needed for security, data integrity or restoring the service.
6. Free trials
This Support Policy does not apply to free trials unless FlowForma agrees otherwise in writing. During a trial, our team provides help on a reasonable-efforts basis for evaluation, as set out in the Free Trial Terms.