All Backand apps, including free plans, come with e-mail/chat support. Tickets are handled according to the order they arrive, tickets submitted by users subscribed to “Production Support” will be pushed to the top of the queue.
Tickets submitted will be pushed to the top of the queue with the following response time SLAs:
Critical – maximum 12 hours: Critical functions of your application are unavailable.
Normal – no later than next business day: Non-critical functions of your application are behaving abnormally.
Low – pushed to the top of the queue, first-come first-served: You have a general development question, or you want to request a feature.
Includes 24/7 phone support by a dedicated account manager.
All accounts include unlimited support for billing-related issues, account-related issues, and incident reports. Backand reserves the right to change SLAs at any time.