Terms & Policies

Support Policy

Support policy

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RICHPANEL SUPPORT POLICY

Effective Date: January 1, 2024

At Richpanel, we are committed to providing reliable, timely, and expert support to ensure the best experience for our customers. This Support Policy outlines how and when you can access support, what to expect, and the standards we strive to meet.

1. SUPPORT AVAILABILITY

Our support team is available to assist you during the following hours:

  • Standard Support: Available from 01:30 AM to 6:00 PM EST, Monday through Friday.
  • Priority Support (for Customers on Pro Max and Enterprise Plans): Available 24/7 with response times prioritized based on the severity of the issue.

You can contact support through the following channels:

2. RESPONSE TIMES

We aim to respond to all inquiries within the following time frames:

  • Standard Support: Initial response within 24 hours during business hours.
  • Priority Support (for customers on Pro Max and Enterprise Plans): Response within 1 hour for critical issues and within 4 hours for non-critical issues, available 24/7.

3. SUPPORT COVERAGE

Richpanel provides technical support for issues directly related to our platform, including:

  • Account and billing inquiries
  • Platform configuration and troubleshooting
  • Assistance with feature usage
  • Bug identification and resolution
  • Integration with supported third-party apps

Support does not include assistance with:

  • Custom code implementations or modifications (e.g., custom JavaScript or CSS)
  • Third-party integrations not supported natively by Richpanel
  • Training or consulting services outside of our documentation and resources

4. CUSTOMER COOPERATION

To provide effective support, customers must provide necessary cooperation and details to Richpanel, including but not limited to:

  • Description of Issue: Aspects of the service that are unavailable or not functioning correctly.
  • Impact Information: How the issue is affecting the customer or their end users.
  • Incident Information: Date and time of the incident, steps to reproduce the issue, relevant product URLs, or data.
  • Supporting Material: Screenshots, browser console logs, or error messages (if applicable).
  • Permission for Account Access: If necessary, permission to access the customer's account for troubleshooting.
  • Phone Cooperation: Availability for calls to expedite issue resolution, if required.

5. SUPPORT FOR PREMIUM CUSTOMERS

Customers on Pro Max and Enterprise plans (as detailed on our Pricing Page) are entitled to the following additional benefits:

  • Dedicated Account Manager: A single point of contact for all support and success-related queries.
  • 24/7 Priority Support: Faster response times and around-the-clock coverage.
  • Onboarding Assistance: Personalized setup and configuration assistance to ensure you get the most out of your Richpanel account.

6. SUPPORT FOR CUSTOMERS ON OTHER PLANS

For customers on plans such as Starter, Incubator, Free, Trial and legacy plans, the support services offered are as follows:

Support Hours

  • Richpanel Help Center: Available 24/7 for self-service help.
  • Human Support: Provided Monday to Friday, from 9:00 AM to 5:00 PM in your local office time zone.

Urgent Requests: On weekends, urgent requests receive priority.

First Response Times

Richpanel’s Support Team will attempt to respond to email and Messenger support queries within one business day. While we strive to respond even faster, we cannot guarantee exact response times.

7. INCIDENT SEVERITY AND RESOLUTION

We classify support issues by severity to ensure the most critical problems are addressed first:

Severity Description Response Time (Premium) Response Time (Standard)
Critical (P1) Complete outage of the Richpanel service or a major feature failure affecting all users. 1 hour 4 hours
High (P2) Major functionality impairment affecting a significant number of users. 4 hours 12 hours
Medium (P3) Partial loss of functionality or non-critical issues. 8 hours 24 hours
Low (P4) Minor issues or general inquiries. 12 hours 48 hours

8. INCIDENT RESPONSE

An "Incident" occurs when Richpanel's hosted services are critically affected, impacting a large number of users, with no available workaround (e.g., the service is not responding or delivering content). In such cases, incidents will be reported on the Richpanel Status Page, where customers can monitor progress.

9. EXCLUSIONS

Richpanel will not be obligated to provide support in the following situations:

  • Unauthorized Use: The customer uses the service in a manner not authorized by Richpanel.
  • External Factors: Issues caused by general internet problems, force majeure events, or other factors outside of Richpanel's reasonable control.
  • Customer's Infrastructure: Problems with the customer's own equipment, software, network, or other infrastructure.
  • Third-Party Systems: Issues arising from the acts or omissions of third-party systems or providers not controlled by Richpanel.

10. ESCALATION PROCESS

If you believe your issue is not being resolved satisfactorily, you may request escalation by contacting support@richpanel.com with the subject line "Request for Escalation." Our management team will review your case and ensure it is addressed promptly.

11. SELF-SERVICE RESOURCES

Richpanel provides extensive self-service resources, including:

  • Help Center: Comprehensive articles and tutorials at help.richpanel.com
  • Product Updates: Stay up-to-date with the latest features, improvements, and bug fixes via the dashboard or at updates.richpanel.com

12. PLAN-SPECIFIC SUPPORT

Please refer to our Pricing Page for details on the support included with each plan. Customers on higher-tier plans are entitled to additional support resources and faster response times.

13. CHANGES TO THIS SUPPORT POLICY

We may update this Support Policy from time to time. If we make any significant changes, we will notify customers by email or via a notification in the Richpanel dashboard.

For more details, please visit our Privacy Policy and Terms of Service.

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