Platinum Support

Delivering Premium, Reliable, and Proactive Support

Platinum Support delivers premium, reliable assistance designed for enterprise clients who rely on ProcessMaker as a mission-critical platform. We ensure your operations run smoothly 24/7 through faster resolution times, preventative monitoring, and dedicated expertise that understands your specific organizational needs.

Why Choose Platinum Support?

Faster, Proactive Support

Get priority access to expert support with rapid response times so your business stays up and running without disruption.

Expert Help When You Need It

Skip the wait—connect directly with highly skilled Level 2 engineers who solve your issues faster and more efficiently.

Incident Reports Stay informed with clear, detailed post-incident reports to help you understand what happened and how it was resolved.

24/7 Peace of Mind

Get help anytime, day or night, ensuring your business never slows down due to technical issues.

(gray background box) Your processes are too important to leave to standard support timelines. Platinum Support customers have reduced downtime and faster issue resolution, which allows your team to have peace of mind and focus on what matters the most.
Button: Contact your success manager

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How Does Platinum Support Compare?

With Platinum Support, you get faster resolutions, expert guidance, and proactive problem-solving—so you can focus on growing your business instead of dealing with technical roadblocks..

What You Get	Standard Support	Platinum Support
Faster Response Times	Priority 1: 2 hours Priority 2: 4 hours Priority 3: 24 hours Priority 4: 48 hours	Priority 1: 1 hour Priority 2: 2 hours Priority 3: 4 hours Priority 4: 24 hours
Priority Handling	Standard queue	Fast-tracked tickets & escalations
Expert Access	Level 1, escalation required	Direct access to Level 2 engineers
Proactive Monitoring	Not included	Real-time issue detection & prevention
Support Availability	Business hours, M-F	24/7 support for mission-critical needs
Incident Reports	Upon request	Detailed post-incident reports included
Ongoing Optimization	Limited	Monthly performance audits & health checks

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Frequently Asked Questions

How is Platinum Support different from Standard Support?

Platinum Support offers significantly faster response times (1 hour vs. 2 hours for P1 issues), direct access to Level 2 engineers, 24/7 availability, and proactive monitoring—all designed to minimize disruptions to your business operations.

What does Platinum Support cost?

You can contact your success manager to get personalized details about pricing.

Is proactive monitoring included with Platinum Support?

Yes, Platinum Support includes real-time monitoring to identify and address issues before they impact your operations, which is not available with Standard Support.

Will there be a dedicated contact person with Platinum Support?

Yes, Platinum Support includes a dedicated account manager who serves as your single point of contact, understands your unique environment, and ensures personalized service and care.

How are incident priorities determined?

Incident priorities are determined based on the business impact and urgency of the incident. There are four severity levels: urgent, high, normal, and low. Based on the urgency, the fix schedule can start as quickly as within one hour upon receipt of the error notification.

Examples of urgent issues include server errors or the inability to start or continue cases. Low-urgency issues are those with no impact on the operation of the software, such as UI change requests, language adjustments, and similar minor updates.