Technical support

The support team provides expert assistance and advice on Creatio platform and products to all customers worldwide. Four support lines, 24/7 customer service and a broad range of services offered ensure an exceptional customer experience and high satisfaction rates.

Support services

 
BASIC
BUSINESS
PREMIUM

Self-service

Access to the Creatio Community
 
 
 
Access to the Creatio Academy
 
 
 
Access to the Knowledge Base in self-service portal
 
 
 

Communication channels

Customer Success Portal
 
 
 
Support via email
 
 
 
Support via phone
 
 
Live screen sharing / co-browsing
 
 

Consultation types

Consultation on the platform capabilities and product functionality
 
 
 
Business process management for citizen developers
Limitations apply*
 
 
System interface and business logic for citizen developers
Limitations apply*
 
 
Analytics and reporting for citizen developers
Limitations apply*
 
 
System administration for citizen developers
 
 
 
Development consultation (for users certified as
Creatio developers)
for users certified as
Creatio developers
 
*Basic Support Package includes a total of up to 5 cases per year on business process management, system interface and business logic; analytics and reporting for citizen developers.

New Creatio releases

Notifications of new releases and critical security updates
 
 
 
Early bird release testing prior to the production update (available upon request)
available upon request
 
 
Individual updates schedule (available upon request)
available upon request
 

Customer success management

Creatio onboarding
 
 
 
Implementation guidance based on best practices
 
 
 
Quarterly activity report (available upon request)
available upon request
 
 

Additional services

Case priority management
 
Guaranteed resolution time
 
Individual proactive monitoring 24/7
 
Number of authorized contacts eligible to submit support cases
2
5
15

Support packages

BASIC
BUSINESS
PREMIUM
Package cost, % of the subscription cost
5%
12%
20%
Response time for high-priority cases
4 hours
1 hour
30 minutes
Response time for medium-priority cases
8 hours
4 hours
2 hours
Support hours (Provided in the following time zones:
GMT +1/+2/+3/+8/+10
GMT -2 (Australia)
GMT +8 (USA))
Provided in the following time zones:
GMT +1/+2/+3/+8/+10
GMT -2 (Australia)
GMT +8 (USA)
9 am – 6 pm
(Monday – Friday)
9 am – 6 pm
(Monday – Sunday)
24/7
BASIC
Package cost, % of the subscription cost: 5%
Response time for high-priority cases: 4 hours
Response time for medium-priority cases: 8 hours
Support hours: (Provided in the following time zones: GMT +1/+2/+3/+8/+10 GMT -2 (Australia) GMT +8 (USA)) 9 am – 6 pm (Monday – Friday)
BUSINESS
Package cost, % of the subscription cost: 12%
Response time for high-priority cases: 1 hour
Response time for medium-priority cases: 4 hours
Support hours: (Provided in the following time zones: GMT +1/+2/+3/+8/+10 GMT -2 (Australia) GMT +8 (USA)) 9 am – 6 pm (Monday – Sunday)
PREMIUM
Package cost, % of the subscription cost: 20%
Response time for high-priority cases: 30 minutes
Response time for medium-priority cases: 2 hours
Support hours: (Provided in the following time zones: GMT +1/+2/+3/+8/+10 GMT -2 (Australia) GMT +8 (USA)) 24/7
ADDITIONAL TERMS AND CONDITIONS
  1. The purchase of a support package is mandatory when purchasing software subscription throughout the entire subscription period.
  2. Support packages are purchased for a period of no less than one year for all products that are used by the client. Support packages cannot be purchased only for part/some of the Creatio products.
  3. Pricing does not include taxes and fees (such as Sales Taxes and VAT) prescribed by law.
  1. Requests to the tech support team can be submitted only by authorized contacts defined in the customer agreement.
  2. Terms and conditions of tech support for Creatio Marketplace products may differ from the above mentioned and are described on the corresponding homepages of these products.