Support Agreement

Our support team's goal is to provide five-star technical support for our customers. We are committed to offering support Monday through Friday from 8-5 p.m. EST, with the exception of the holidays that we observe.

Standard and Premium Support

We offer two levels of support - our always-included Standard Support and Premium Support. Premium Support level is designed for those customers who desire faster response times. In addition to faster response times, Premium Support unlocks a more consultative proactive engagement with our Technical Solutions Team. For detailed pricing, features, and benefits, visit the Subscription Plans page or contact your Customer Success Manager or Account Executive. Here’s a quick look at our two levels of support:

Service	S	P	Description
Unlimited Access to Email Support	✓	✓	Unlimited cases on Flexi Kanban -supported features
Unlimited Access to Our Support Site	✓	✓	Support documentation, blogs, and other useful content
Basic Configuration Support	✓	✓	Support for Flexi Kanban configurations documented on our support site
Priority Ticket Routing (Enhanced SLAs)		✓	Faster response times during Flexi Kanban business hours
Advanced Configuration Support & Diagnostics		✓	Support for Flexi Kanban configurations beyond what is documented on our support site
Mutual Action Plan		✓	Architectural review and planning with FlexiKanban’s technical team
Retainer of Hours*		✓	Bank of hours with the Flexi Kanban team designated for advanced configuration support and best practice review
Technical Account Manager		✓	Assigned technical resource to help with Premium Support specific tasks

The retainer of hours that is included with the Premium Support plan can be used to get assistance with advanced configurations, troubleshooting, in-depth feature review, as well as best practice recommendations for any particular use case. This is a bank of hours that can be used in any way that is impactful and necessary for the customer within the bounds of the program. The retainer of hours does not incorporate hands-on work by the Flexi Kanban team in customer orgs.