Customer Care Policy
1. Introduction
Flowis considers providing high-quality services to customers to be both a guiding principle and a responsibility. Feedback helps us assess whether our products and services meet customers’ needs and expectations, identify problems, and improve customer service. Positive feedback is always welcome, but in the long term, constructive criticism is particularly important to us. The goal of this policy is to establish uniform standards for receiving and handling feedback, ensure timely responses, and prevent individual pieces of feedback from going unnoticed. We approach every interaction with a customer as an opportunity to ensure their satisfaction or, at the very least, to make sure they feel that they have been heard and that their request has been taken seriously, even if it was not possible to fulfill it.
2. Severity of customer support requests and target response time
The following table describes the different severity levels for customer support requests. It is important for the customer to correctly determine the severity of the request. Flowis reserves the right to change the severity level of a request at its sole discretion. Each severity level is assigned a target response time within which Flowis will respond to the request. The time required to resolve the request depends on the nature and complexity of the specific request.
| # | Severity | Severity Description | Target response time |
|---|---|---|---|
| 1 | Blocking | Stops all business processes and all users | 2 hours |
| 2 | Critical | Halting a significant portion of processes and significantly affecting a large number of users | 6 hours |
| 3 | Urgent | One or more users are unable to perform key business processes, or a significant portion of the business is experiencing a serious problem | 12 hours |
| 4 | High | One or more users are experiencing a significant problem, or parts of business processes are experiencing minor issues | 48 hours |
| 5 | Standard | One or more users are experiencing a minor issue | 72 hours |
3. Contacting Flowis Customer Support
Here are the ways to contact customer service:
Flowis General Email: info@flowis.com
Flowis Customer Support Email: support@flowis.com
Access Point Flowis Customer Support Email: info@postarflowis.sk
Customer Portal: https://support.flowis.com/c/contact-support/
3.1 Email
Email. Send your request via email to support@flowis.com. This will automatically create a ticket in our customer portal. You will then receive an email confirmation that your request has been created, along with your request number. The subject line of the email should briefly describe the nature of your request and the severity of the issue. The body of the email should begin with the name of the tool and the environment for which you are submitting the request. Also, be sure to provide as many details as possible about your request, including screenshots or attachments.
3. 2 Customer Portal
Customer Portal. Our customer portal, https://support.flowis.com/c/contact-support/, provides access to all customer service requests submitted by all users associated with the same customer. Selected users from each customer have access to the customer portal and can submit new requests, review all requests created by other users from the same customer, evaluate request resolutions, and confirm their acceptance. A more detailed user manual is provided to selected users at each client.