ProcessMind Support Policy
ProcessMind Support Policy
Effective date: April 14, 2026
1. Introduction
This Support Policy describes how customers can contact ProcessMind for assistance, how requests are prioritized, and how support operations relate to the Service Level Agreement (SLA).
2. Support Channels
Customers may contact ProcessMind through:
- the in-application support channels
- email at support@processmind.com
To help us triage requests quickly, customers should include a clear description of the issue, the affected environment, the observed impact, and any relevant screenshots or error messages.
3. Request Prioritization
ProcessMind prioritizes requests based on severity, scope, and business impact. Production service disruptions are handled ahead of general guidance requests or feature suggestions.
For eligible paid subscriptions, incident response targets for production availability issues are governed by the Service Level Agreement.
For all other requests, ProcessMind targets the following initial response times:
| Request Type | Target Initial Response Time |
|---|---|
| General product question or non-urgent support request | Within 2 business days |
| Feature request or product feedback | Within 5 business days |
| Billing or account administration request | Within 2 business days |
These are target response times for acknowledgment and triage, not guaranteed resolution times.
4. Business Hours and Escalation
Business hours for standard support are Monday through Friday, 09:00 to 18:00 Central European Time, excluding public holidays in the Netherlands.
If a request concerns an active production incident, customers should clearly indicate the operational impact when contacting support so that the issue can be triaged against the SLA severity definitions where applicable.
5. Scope Limits
This Support Policy applies to standard support intake and triage. It does not create separate warranties, service credits, or contractual remedies.
Free, trial, beta, preview, and experimental services may receive limited or no support, as described in the applicable customer terms.
6. Feedback
Customer feedback helps ProcessMind improve the Service. Product suggestions and enhancement requests may be submitted through the same support channels, but ProcessMind is not obligated to implement any requested feature or roadmap item.
7. Related Policies
Availability commitments, service credits, and public service status information for eligible subscriptions are set out in the Service Level Agreement. Infrastructure and hosting details are described in the SaaS Hosting policy.