Ticketing Platform
- Tickets can be opened by sending an e-mail to support@futurae.com or by navigating to the support platform
- Dedicated phone support lines are available for Enterprise customers
Support is provided by trained, senior engineers, making sure your questions are answered as promptly and as accurately as possible. Futurae B2B Support Organization operates out of Switzerland with the following setup:
Personnel
- Futurae internally routes support requests to the most qualified person to answer
- Tickets are handled by senior mobile or backend engineers
Notifications
- Support personnel is automatically alerted of new tickets as well as their SLAs, based on their priority, in a cascading fashion
- A chain of three support engineers is on-call at all times
Support Plans
Basic
Response Time High Priority
3 business hours
Response Time Normal Priority
9 business hours
Response Time Low Priority
Best effort
System Status page
Access to Knowledge Base
Email support
Phone support
System Status direct notification
Futurae mandated pentests
Customer mandated pentests
additional one-off charges apply
Customer mandated security audits
Quarterly Service Availability Reports
Premium
Response Time High Priority
1 hour (24/7)
Response Time Normal Priority
3 business hours
Response Time Low Priority
Best effort
System Status page
Access to Knowledge Base
Email support
Phone support
System Status direct notification
Futurae mandated pentests
Summaries
Customer mandated pentests
additional one-off charges apply
Customer mandated security audits
Quarterly Service Availability Reports
Enterprise
Response Time High Priority
1 hour (24/7)
Response Time Normal Priority
3 business hours
Response Time Low Priority
Best effort
System Status page
Access to Knowledge Base
Email support
Phone support
System Status direct notification
Futurae mandated pentests
Full reports
Customer mandated pentests
Customer mandated security audits
Quarterly Service Availability Reports
Features
Basic
Premium
Enterprise
Response Time High Priority
3 business hours
2 hours (24/7)
1 hour (24/7)
Response Time Normal Priority
9 business hours
5 business hours
3 business hours
Response Time Low Priority
Best effort
Best effort
Best effort
System Status page
Access to Knowledge Base
Email support
Phone support
System Status direct notification
Futurae mandated pentests
Futurae mandated pentests
Full reports
Customer mandated pentests
additional one-off charges apply
additional one-off charges apply
Customer mandated security audits
Quarterly Service Availability Reports
High Priority
This level only applies to applications that are in production. It represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. It also includes intermittent issues and reduced quality of service affecting many users, and for which no workaround exists.
Normal Priority
This level only applies to applications that are in production. This level includes intermittent issues and reduced quality of service affecting many users in production for which a workaround may be available.
Best Effort
Includes issues affecting isolated users in production, product questions, feature requests, general or in-depth questions about platform operation, trouble-shooting test and staging instances, and development issues.
Ready to get started?
The best way to understand it all is to book a demo. Our team is proud to provide you with the best security design tailored to your needs, your users, and your vision.
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