Support Policy

Support Policy

Do feel free to contact us during your trial or subscription period and our Customer Support team will be happy to help you.

When signing up for an ApprovalMax Trial, you’ll get placed on the Other Support service plan. Once you purchase a Standard/Advanced plan, you’ll automatically have access to our Basic Support service. 

The approved Partner status or buying a Premium plan entitles you to Priority Support, which includes wider support options indicated in the table below.

Also, you can find the answers to common questions, consult best practices, and learn more about our software any time in our public Knowledge Base any time.

Option

Other*

Basic support

Priority support**

Programme entitlement, limitations and costs


Subscription period

Subscription period

Eligible roles
Any user
Only Account owner and Admin roles
Only Account owner and Admin roles
Channels


Email

Webform in the Knowledge Base

Chat***

No phone line

"Contact Support" button in the product


General emergency phone line [to raise the priority of your submitted request]
"Contact Support" button in the product

Dedicated emergency phone line [to raise the priority of your submitted request]

Scheduled Zoom calls upon request****

Hours of support

24 hours

5 business days a week

24 hours

5 business days a week

24 hours

5 business days a week
First response time

Not established

6 hours

2 hours


* Any emails not sent via the Contact Support form, including requests from trial customers, will receive Other Support services.

** Priority Service level can be guaranteed only if the ticket is submitted via the "Contact support" button in the product. Requests not submitted via the form will be processed by our Basic Support service.

*** Our chat is available to trial customers only, and not considered a priority channel.

**** The option to schedule a Zoom call depends on the team member's availability.





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