Prahsys Support Services
Support Channels
Integrations Support
- Email support for integration assistance
- We use intercom for ticketing and managing all our incoming requests
- Knowledge base with searchable articles and solutions
- System status updates and notifications
Customer Email Support
- Direct email support at support@prahsys.com
- Business hours: Monday-Friday, 6:00 AM - 6:00 PM CST
- 24-hour response time guarantee for all inquiries
Phone Support
- Dedicated support line: +1-833-222-6834
- Available during business hours: Monday-Friday, 6:00 AM - 6:00 PM CST
- Emergency after-hours support available for critical issues
Live Chat
- Real-time assistance through our website or within the application
- You can find the chat at the bottom right.
- Available during business hours: Monday-Friday, 6:00 AM - 6:00 PM CST
Support Package
Our comprehensive support package is included with all licenses at no additional cost:
- 24/7 access to documentation and knowledge base
- Email support with guaranteed response times
- Phone support during business hours
- Regular software updates and bug fixes
- Community forum access
Service Level Agreements (SLAs)
| Issue Severity | Description | Response Time |
|---|---|---|
| Critical | Service unavailable; critical business impact | 4 business hours |
| High | Major functionality impacted; significant business impact | 8 business hours |
| Medium | Minor functionality impacted; moderate business impact | 16 business hours |
| Low | General questions; minimal business impact | 24 business hours |
Support Lifecycle
Our support services cover all current software versions and the previous two major releases. We recommend staying current with the latest version to ensure access to all features and security updates.
Maintenance and Updates
Regular Maintenance
- Advance notification of all scheduled maintenance
- Status updates via email
Software Updates
- Quarterly feature releases
- Monthly maintenance releases
- Critical security patches as needed
- Release notes provided for all updates
Additional Services
The following additional services are available at extra cost:
Professional Services
- Custom integration development
- Workflow optimization
- Data migration assistance
- Custom reporting solutions
Extended Support
- Support for legacy versions (beyond standard support lifecycle)
- Extended hours support
- On-site support options
Contacting Support
When contacting support, please provide:
- Your company name
- Detailed description of the issue
- Steps to reproduce the problem
- Error messages and screenshots
- System environment details
- Level of urgency
Support Policy
- Support is provided for the duration of your license agreement
- No additional purchase requirements for standard support
- Support is limited to the features included in your license
- No time limitations on support request
Please refer to your license agreement for complete terms and conditions regarding support services. We reserve the right to modify our support offerings with appropriate notice to our customers.
For more information, please contact our sales team at sales@prahsys.com