Support Availability by Plan
The level of support provided is determined by the edition of the service plan you are subscribed to:Starter Plan
- Support available via Discord for customer inquiries and responses.
Pro Plan
- Support available via Discord for customer inquiries and responses.
Team Plan
- Support available via Discord for customer inquiries and responses.
Enterprise Plan
Enterprise customers receive enhanced support options:- Standard Support – Available 9 AM – 5 PM PST on business days. Included in Enterprise Subscription (most popular).
- Extended Support – Custom time and timezone support available. Can be purchased for an additional fee.
- Technical Account Management (TAM) Support – Assistance with custom configurations and implementations. Can be purchased for an additional fee.
Enterprise Standard Support
Who Can Submit a Ticket?
Enterprise customers may designate up to three points of contact who are authorized to submit and track support tickets. Before reaching out to support, users are encouraged to consult the Documentation for common troubleshooting steps and guidance. Support tickets should be submitted for the following types of inquiries:Technical & Product Support:
- Reporting a potential bug or defect
- Troubleshooting issues not covered in documentation
- Questions regarding Pinkfish AI features or configurations
- Requests for feature enablement
Billing Support:
- Questions related to purchases, invoices, or payments
Workflow & Integration Support:
- Issues with workflow execution or performance
Required Information for Support Tickets
To facilitate a timely resolution, support tickets should include the following details:- Steps Taken: List any troubleshooting steps already attempted (e.g., restarting the browser, clearing the cache).
- Issue Details: If applicable, include workflow IDs, API call logs, or related identifiers.
- Error Messages: Attach screenshots or logs showing any error messages encountered.
- Frequency & Impact: Indicate whether the issue is new or recurring, and specify whether it affects a single user or multiple team members.
How to Submit a Support Ticket
Support requests can be submitted through the following channels:- Email: [email protected]
Slack Communication
While Pinkfish AI maintains a Slack channel for select enterprise customers for general communications, all official support tickets must be tracked through [email protected].Ticket Resolution Process
- Ticket Triage: Tickets are categorized and prioritized based on urgency and impact.
- Investigation: A support engineer reviews the request and may follow up for additional details.
- Resolution: A solution or workaround is provided as soon as possible.
- Follow-Up: Once resolved, the fix is confirmed, and the ticket is closed.