Support Policy

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Overview

EnSync is committed to providing excellent support to help you succeed with partner integrations. This policy outlines our support offerings, response commitments, and how to get help.

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Support Channels

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Email Support

All EnSync customers have access to email support: Email: [email protected] What to Include:

• App name or workspace ID
• Description of the issue
• Error messages or logs
• Timestamp when issue occurred
• Steps to reproduce (if applicable)

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Enterprise Support

Enterprise customers receive enhanced support:

• Direct Founder Access: Work directly with EnSync founders
• Priority Response: Expedited handling of critical issues
• Dedicated Channel: Private communication channel for your team
• Proactive Monitoring: We monitor your integration health

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Support Coverage by Plan

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What We Support

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Covered Support Topics

✅ Platform Issues:

• Event delivery failures
• SDK connection problems
• Dashboard access issues
• API errors

✅ Integration Guidance:

• SDK implementation questions
• Event schema design
• Partner integration assistance
• Best practices and architecture advice

✅ Troubleshooting:

• Debugging event delivery issues
• Permission and access control problems
• Performance optimization
• Log analysis and interpretation

✅ Account Management:

• Billing questions
• Plan upgrades/downgrades
• Feature requests
• SLA inquiries

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Not Covered

❌ Custom Development:

• Writing integration code for you
• Building custom features outside our roadmap
• Third-party system integration (unless Enterprise)

❌ Third-Party Issues:

• Partner’s system problems
• External API failures
• Client infrastructure issues

❌ Training:

• Formal training sessions (available for Enterprise - see below)
• On-site consulting (available separately)

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Response Commitments

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Response Time Commitments

Starter Plan:

• Initial response within 48 business hours
• Critical issues prioritized

Startup Plan:

• Initial response within 48 business hours
• Critical issues prioritized

Scaleup Plan:

• Initial response within 24 business hours
• Critical issues prioritized

Enterprise Plan:

• Initial response within 5 business hours
• Critical issues: Immediate escalation to founders
• Dedicated founder access for urgent matters

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Severity Levels

We categorize issues by severity to prioritize response:

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Critical (P0)

• Platform completely unavailable
• All events failing to deliver
• Data loss or corruption
• Security breach

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High (P1)

• Significant feature unavailable
• Major performance degradation
• Multiple partners affected
• Workaround not available

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Medium (P2)

• Feature partially unavailable
• Performance issues affecting some users
• Workaround available
• Single partner affected

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Low (P3)

• Minor issues or questions
• Feature requests
• Documentation clarifications
• General inquiries

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Getting the Best Support

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Before Contacting Support

1. Check Documentation: Review our docs for solutions
2. Review Logs: Check the Logs dashboard for error details
3. Test Credentials: Verify appKey and appSecret are correct
4. Check Platform Health: Visit EnSync Messaging Engine for system status

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When Contacting Support

Provide Context:

• What were you trying to do?
• What happened instead?
• When did it start happening?
• Is it still happening?

Include Details:

• App name or ID
• Event names involved
• Error messages (full text)
• Timestamps (with timezone)
• Screenshots (if relevant)

Share Logs:

• Export relevant logs from Dashboard
• Include 15-30 minutes before/after the issue
• Highlight specific error entries

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Escalation Process

If you’re not satisfied with the support response:

1. Reply to Support Email: Ask for escalation
2. Request Manager Review: We’ll escalate to senior support
3. Enterprise Customers: Contact founders directly
4. Executive Escalation: For unresolved critical issues, email [email protected]

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Self-Service Resources

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Documentation

• Guides: Step-by-step integration tutorials
• API Reference: Complete API documentation
• SDK Docs: Node.js and Python SDK guides
• How-To: Practical guides for common tasks

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Dashboard Tools

Access the EnSync Dashboard for self-service management: Events Management:

• Event Dashboard
• View and manage event definitions

Apps Management:

• Apps Dashboard
• Create and manage apps, credentials, and permissions

Integrations Management:

• Integrations Dashboard
• View connected partners and developer portals

Logs Monitoring:

• EnSync Logs
• Real-time activity monitoring and troubleshooting

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Community (Coming Soon)

• Community forum for peer support
• Example code and integration patterns
• Best practices from other users

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Feature Requests

We welcome feature requests from all customers: How to Submit:

1. Email [email protected] with subject “Feature Request”
2. Describe the use case and business need
3. Explain how it would help your integration

What Happens:

• We review all feature requests
• Enterprise customers get priority consideration
• We’ll update you on roadmap inclusion
• Some features may be available as custom development

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Support Hours

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Standard Support (All Plans)

• Hours: Monday-Friday, 9 AM - 6 PM PST
• Holidays: US federal holidays excluded
• After Hours: Emails received outside hours will be addressed next business day

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Enterprise Support

• Extended Hours: Monday-Friday, 6 AM - 9 PM PST
• Weekend: Critical issues only
• Holidays: Emergency support available

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Emergency Support

For critical production issues outside business hours: Enterprise Customers:

• Use your dedicated emergency contact
• Founders available for critical outages

Other Plans:

• Email [email protected] with subject “URGENT”
• We monitor for critical issues 24/7
• Response during next business hours unless platform-wide outage

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Feedback

We continuously improve our support based on your feedback:

• Rate your support experience
• Suggest improvements
• Share what worked well

Email feedback to: [email protected]

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Contact Information

General Support: [email protected] Enterprise Support: Your dedicated channel + [email protected] Billing: [email protected] Security Issues: [email protected]

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Last Updated: October 2025