PrintXpand Support Policy
Last Updated: January 2025
Support services available based on your PrintXpand subscription plan.
1. Channels
- Email: support@printxpand.com (all plans)
- Live chat: Professional & Enterprise
- Phone: Enterprise only
- Documentation: docs.printxpand.com
2. Response Times
- Starter: 24h (business days)
- Professional: 8h (business days)
- Enterprise: 4h (24/7 for P1)
3. Severity Levels
- P1 Critical: platform down
- P2 Major: feature impacted, workaround exists
- P3 Minor: non-critical
- P4 Enhancement: feature request
4. Hours
Standard: Mon-Fri 9-18 IST. Enterprise: 24/7 for P1.
5. Escalation
Via account manager or escalation@printxpand.com.
6. On-Premise
Remote support with active maintenance. On-site available for Enterprise.
7. Excluded
- Customer source code modifications
- Third-party integration issues
- Training (available separately)