Service levels, response times, and support methods available to each client are determined exclusively by the support plan specified in the Purchase Order.
ℹ️Note: The support plan is independent of the Pipefy license plan — meaning the license/plan contracted does not define the level of support received. More details can be found in Annex III of our Terms and Conditions.
📋 Support Model Overview
Support Plan Types and Eligibility Criteria
Pipefy currently offers three main support levels, defined according to eligibility and contract terms:
🟢 Standard SupportFree · All paying clients
Eligibility
Automatically available to all customers with any paid Pipefy license.
Support Channel & What's Included
Support via AI chat
Up to 10 activations per month
Security-related topics: 9am – 8pm GMT-3 (Mon–Fri) – human support
Break & Fix included
Billing
Standard Support is offered at no additional cost to eligible customers.
Community Access
Standard Support customers also have full access to the Pipefy Community, with tutorials, best practices, and peer exchanges.
🟠 Enterprise SupportPaid plan
Eligibility – Recommended for clients who:
Require fast response times
Have critical processes running on Pipefy
Operate in regulated or audited sectors
Have SLA commitments with their own customers
Support Channels & What's Included
Live chat: 9am – 8pm GMT-3 (Mon–Fri)
Ticket (async)
Up to 25 activations per month
Hours: 9am–8pm GMT-3 (Mon–Fri) + 9am–5pm (PST/EST) for US/ROW
Break & Fix included
Audit report: 2/year (on demand)
Billing
Enterprise Support is a separately paid service that must be explicitly included in the Purchase Order.
Community Access
Enterprise Support customers also retain full access to the Pipefy Community as a complementary self-service channel.
🟣 Premier SupportPaid plan
Eligibility – Recommended for clients who:
Require 24/7 support
Have critical processes managed on Pipefy
Support Channels & What's Included
Live chat with exclusive queue
Up to 50 activations per month
Hours: 24/7*
Break & Fix included
Audit report: 2/year (on demand)
Support onboarding
Monthly syncs
Billing
Premier Support is a separately paid service that must be explicitly included in the Purchase Order.
🌍 Community SupportAvailable to all clients
The Pipefy Community is available to all customers, including those without a paid support plan. In it, you can:
Ask questions and receive answers from Pipefy experts and other users
Access tutorials, best practices, and help articles
Share ideas and learn from other companies using Pipefy
💡Tip: Community Support is available to all customers regardless of their contracted plan. It's a great starting point for tutorials, FAQs, and expert tips.
What Does Support Cover?
⚒️ What is Break & Fix?
Break & Fix is a rapid-response mechanism to resolve Pipefy implementation issues that cause business process malfunction, interruption, or performance degradation in production (1 hour/month).
❔ What types of issues/questions does Support handle?
✨ Support Levels by License Plan Type
Pipefy differentiates license plans (which define platform access and features) from support plans (which define service level and channels):
License Plan | Support Availability |
Free Plan | Access to Community Support only. |
Paid Plan | Access to Standard Support or Enterprise/Premier Support (if contracted). All include access to the Community. |
⏳ What are the SLA Levels for support?
Related articles