Pomfret cloud applications comes with three levels are support - Standard, Premium and Exclusive. These support plans addresses the needs of users based on their subscription tier: Standard, Premium, and Exclusive. Standard subscribers are eligible for standard support plan, premium subscribers are eligible for premium support plan and exclusive subscribers are eligible for exclusive support plan.
Our support team aims to provide updated information on Pomfret applications in our help knowledge base. The articles, blogs, user guides and FAQs in the knowledge base can help you to understand and use your subscribed products to the utmost benefits.
You can use our dedicated support-portal to raise any issues, or how-to-use clarifications. Only subscribed users can use the support portal. The response to your support ticket depends on the criticality of the issue and your subscription tier. The following table highlights the response time for each category.
| Priority | Description | Standard | Premium | Exclusive |
| 1 | Business critical issue. The day to day business is interrupted and business can not function as usual without a fix. | 12 hrs | 8 hrs | 4 hrs |
| 2 | Showstopper. A critical issue, but a work around is available. | 24 hrs | 16 hrs | 8 hrs |
| 3 | Major. An issue needs an immediate attention. | 36 hrs | 24 hrs | 12 hrs |
| 4 | Minor. May be an issue or how-to-use clarification. | 3 days | 2 days | 1 day |
Only exclusive customers have a dedicated customer relationship manager. His or her contact details will be shared upon subscriptions.