Legal

Support Channels and Escalation

This page describes how to reach support and how escalations are handled. Who is eligible for support, the incident allowance per plan, and what is or is not covered are defined by the Support Terms; where the two pages differ, the Support Terms prevail.

Support Channels

  • Private support portal: customers with an active paid subscription receive their personal portal link in the order confirmation email after checkout. The portal is the channel through which support incidents are opened and tracked. Lost the link? See the Support Terms for how to restore access.

  • Community channels: anyone, including Community plan users, can report bugs and ask questions on:

    Community channels are answered by the team and the community on a best-effort basis, with no response-time commitment.

Support Availability

  • Business hours: 8am to 8pm IST, Monday to Friday. Tickets submitted outside business hours are picked up on the next business day.

Escalation Process

If you believe your ticket is not receiving appropriate attention or has been miscategorized, you may request an escalation:

  • Reply to your existing ticket requesting escalation and providing the business justification, or
  • Email support@apexcharts.com with the subject line "Escalation Request - Ticket #[your ticket number]".

Organizations with custom enterprise agreements should contact their designated account manager directly.