Procurify’s Support Team strives to deliver exceptional, industry-leading service to fully empower our Customers on the Platform.
Unless otherwise specified in your agreement, your users will have access to support engagement channels 24 hours per day, 5 days per week (12AM [UTC] Monday to 12AM [UTC] Saturday), year-round (except for Christmas Day and New Years Day).
Expected Support response times and escalation paths depend on overall ticket volume, incident type and severity, and/or additional support services purchased by the Customer.
Reach out to us from within the Platform (also known as “in-app request”)
Contact us at firstname.lastname@example.org
Developers may report suspected bugs on the Procurify API using Procurify’s standard support engagement channels. Any additional work or consultation on the API can be accessed through a Professional Services engagement - please contact us for more information.
For information regarding system performance, service availability, information infrastructure, data compliance and security, and more, please refer to our Security Overview.
Response and investigation times will depend largely on the Customer’s Subscription Package as well as the severity level assigned by Procurify to the Customer’s ticket (in its reasonable discretion).
Please note that response times and action plans may differ for issues related to server accessibility and performance as described in our Security Overview.
PLATFORM SUPPORT SEVERITY CRITERIA
FIRST RESPONSE TIMES AND ESCALATION PATHS*
Procurify relies on other software platforms to ensure we are the most productive in serving our customers.
These and other services may be provided through other Procurify programs or through a Professional Services engagement. Please contact us for more information.
Revision Date: March 2, 2021