Support Tiers and Definitions

Loft Support tiers

We offer multiple support tiers to match your needs:

• Open Source - For users of Loft open source products
• Silver - The basic support package with coverage during business hours EST
• Gold - Provides 24/7 support 5 days a week
• Platinum - comprehensive 24/7 support with the fastest response time

Support tier description

Support priority definitions

Paying customers with private Slack/ms-teams channels can prioritize their issues. We work hard to respond as fast as possible, but when the load is too big, we queue issues based on their priorityWe use the following definitions for priority (Unless other definitions have been defined in the Master Service Agreement).

Urgent

The product is completely unusable, blocking all users of the platform from doing their work.

High

An important product feature stopped working, or the product is slow, impacting all users.

Medium

A feature stopped working, or performance is degraded, impacting some or no users.

Low

Questions and technical issues that do not block users from doing their work.