Contact information

• Your name
• Company name
• Telephone number (including country code) where you can be reached
• Your email address

If you are an Appway Partner or an integrator working on behalf of a customer, please provide the customer's company name in your request in addition to your own company name.

Question or description of problem

A brief description of the problem or question you have, including any information that will help us to research the case. Please send all correspondence in English when possible.

Severity or urgency of the problem

Because the urgency of any problem is determined by your organization's needs, we leave it to you to indicate the severity of your case. We'll then prioritize your request based on the information you've provided:

Critical - A critical production problem resulting in frequent site failure; a server is down; production issues are severely affecting your business operation.

High - The production site is operational, but its functionality is seriously affected. Development has halted or your ability to continue development is seriously impaired.

Normal - The software is useable but development or production issues exist.

Low - The software is useable but you have a "how to" question or an enhancement request.

Please note that if you do not specify a level of severity in your initial request, we will assign a default severity of Normal and prioritize your case based on your level of service. (See the Response Time section below.) If you wish to change the severity level of your case, contact us and we will be happy to accommodate your request.

Platform information

• Version of Appway product, including patch level
• Operating system
• Version of database (if applicable)

Error logs

If you encounter a software error, please provide all error logs to help us analyze the problem.

Tracking your case

Logging your request with Appway customer support services will automatically assign a case number for tracking purposes. Once you have a case number, please remember to specify this number in all communication with us.

For emails, please reply to support (at) appway.com with "ISSUE=" (no quotation marks) in the subject line.

Response time

Our goal is to respond to your support request based on the level of your support program and the severity of your issue.

Premium Support
Premium Support customers will receive an initial technical response to their issue within two business hours of logging their request and will receive priority handling of their cases. Technical Support Engineers are available 24x5 for Premium customers.

Premium customers will also receive a one-hour Rapid Response to any Critical or High severity issues logged via pager on weekends or Appway holidays, or after weekday business hours.

Standard Support
Standard Support customers receive an initial technical response to their inquiry within one business day of logging their request. Technical support engineers are available Monday - Friday, from 9:00AM to 5:00PM for standard customers.

Escalation

If you believe your case requires a higher level of attention, contact Appway customer support services with your case number and ask us to escalate your case. This will activate our escalation procedures, including alerting the support management team. Premium customers who wish to speak to their Appway technical support account manager during the escalation of their case may request to do so by email or phone.