Support Policy

At Integry, we ensure exceptional support services to our customers. This Support Policy outlines the standards and expectations for our support offerings to ensure a smooth and efficient experience for our users.

Support Channels

Our support team is readily available to assist you through the following channels:

  • In-App Chat Support: Access our support team directly from within your integry account.
  • Email: Reach us at support@integry.io for any inquiries or assistance.
  • Slack: Depending on your subscription, we may invite you to join us on Slack for real-time interaction and updates.
  • Live Call: Depending on your subscription, Integry may provide support via live calls and screen share for urgent items.

Support Hours

Our team is spread across multiple time zones and are therefore mostly available round the clock during weekdays.

Support Ticket Processing

We understand that prompt assistance is essential when our customers or their users encounter any errors, bugs, or issues while utilizing our service. Rest assured, our dedicated Support Team will exert every commercially reasonable effort to respond swiftly and efficiently to your support requests.

We keep you informed throughout the support process via the in-app chat or Slack (if you have a shared channel with us).

Support Tiers

Our standard support is fast and effective. However, we provide a much higher level of support to our enterprise customers with a committed SLA, dedicated account manager, and higher priority for support tickets.

Exclusions

The following circumstances may suspend or exclude our SLA commitments:

  • Planned maintenance windows with prior notice of at least 2 business days.
  • Force Majeure Events.
  • ISP or Internet outages beyond Integry's control.
  • Outages reasonably deemed necessary by Integry (e.g., emergency security updates).

SLA Performance Tracking

We continuously monitor our SLA performance to ensure seamless service delivery, including:

  • Uptime of 99.9% or higher.
  • Support response time.
  • Issue resolution time.

Customer Support Ticketing

Customer can easily create and track support tickets through our in-app chat. All updates regarding your inquiries will be communicated through the same channel.

// Intercom