Help when the system needs attention.

For organizations under a maintenance plan: use the support channel specified in your plan (email or dedicated portal). For organizations without an active plan: use the contact form. All support requests are answered directly by the team — there is no first-line support that escalates to someone who actually knows the system.

A maintenance plan provides committed response times, proactive monitoring, regular security and dependency updates, and priority access when issues arise. Plans are priced as a monthly retainer based on system complexity and the response time required. See pricing models →

Critical: System down or data integrity risk — responded to immediately, outside business hours if required.

High: Core functionality impaired — responded to within hours during business hours.

Standard: Non-critical bugs, questions, and improvement requests — responded to within one to two business days.

Response time commitments are specified in the maintenance plan. Outside of a plan, we respond as quickly as capacity allows.

Many operational questions are answered in the Documentation Center — user guides, module documentation, admin procedures, and release notes. The FAQ covers common questions about how projects and maintenance work. Check these first; if the answer isn't there, contact us directly.