or
send an email to support@mangoapps.com
Support Levels
MangoApps offers two levels of support: Standard and Priority. The response and resolution times are based on priority and are shown in in the two tables below.
Priority Support Response/Resolution Time Matrix |
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| Case Severity | Initial Response Time Goal | Resolution Time Goal |
| Priority–0 | Less than 2 hours | Less than 8 hours |
| Priority–1 | Less than 8 hours | Less than 48 hours |
| Priority–2 | Less than 48 hours Developer will respond during business hours. |
To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release. |
| Priority–3 | 5 business days | Bug fixes or patches may be deferred to a scheduled maintenance release. |
Standard Support Response/Resolution Time Matrix |
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| Case Severity | Initial Response Time Goal | Resolution Time Goal |
| Priority–0 | Less than 12 hours | Less than 24 hours Developer will investigate and resolve. |
| Priority–1 | Less than 24 hours, Developer will investigate and resolve during business hours. |
Less than 72 hours. |
| Priority–2 | Less than 72 hours Developer will respond during business hours. |
To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release. |
| Priority–3 | 5 business days | Bug fixes or patches may be deferred to a scheduled maintenance release. |
Support Hours
Business hours are 8:00 AM to 5:00 PM Pacific Time, Monday through Friday exclusive of the following holidays:
- New Year’s Day
- Martin Luther King, Jr. Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day After Thanksgiving Day
- Christmas Eve
- Christmas Day
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