Understanding Pipefy’s Support Options by Subscription Plan
The service levels, response times, and available support methods for each Customer are determined solely by the support plan specified in the applicable Purchase Order.
The support plan is independent from the Pipefy Solution license plan, your contracted license plan does not define your support level.
You can find the complete details in Annex III of our Terms & Conditions.
Overview of Support Model Changes
In March 2025, Pipefy updated its customer support structure to align support options more closely with subscription plans. This change introduced distinct support tiers to better serve the varied needs of our customers.
Eligibility Criteria and Support Plan Types
Pipefy currently offers two main support tiers, defined by organizational eligibility and contractual requirements:
🟢 Standard Support
Eligibility: Automatically available for organizations with more than 100 employees and/or with Annual Recurring Revenue (ARR) above USD 4,800.
Support Channel: Ticket-based support.
Billing: The Standard Support plan is not charged separately, it is available at no additional cost for eligible customers.
Community Access: All Standard Support customers also have access to the Pipefy Community, which offers tutorials, discussions, and best practices.
🔵 Enterprise Support
Eligibility: Designed for customers who require real-time, priority assistance and advanced scalability based on their subscription agreements.
Support Channel: Live chat with support representatives.
Billing: The Enterprise Support plan is a paid add-on and must be explicitly included in the Purchase Order.
Community Access: Enterprise customers also have access to the Pipefy Community as a complementary self-service resource.
Support Levels by License Plan
Pipefy distinguishes between license plans (which define platform access and features) and support plans (which define support coverage and response time):
License Plan | Support Availability |
Free Plan | Access to Community Support only. |
Paid Plan | Access to Standard Support (if eligible) or Enterprise Support (if purchased). All include Community access. |
💡 Tip: Community Support is available to all customers, regardless of license or support plan. It’s a great first stop for tutorials, FAQs, and expert insights.
Community Support (Available for All Customers)
The Pipefy Community is available to every customer — including those without a paid support plan.
Through the Community, you can:
Ask questions and get answers from experts or other users.
Access tutorials, best practices, and guides.
Share ideas and learn from other organizations using Pipefy.
Upgrading or Changing Support Levels
Organizations can opt to enhance their support coverage by upgrading their subscription plan. If your current plan does not include a support package, you may include additional support options by contacting Pipefy or consulting your Order of Purchase.
Summary
Pipefy’s updated support system is tailored to meet the needs of diverse users through Standard and Enterprise Support plans. Free plan users can access the Community platform, while paid subscriptions unlock direct ticket or live chat assistance depending on eligibility. For organizations looking for enhanced support, upgrading to Enterprise Support is recommended.