| PIPEFY SUPPORT PLANS | ||||
| Community¹ | Standard | Enterprise | Premier | |
| Availability/Service Hours² | – | 8am to 8pm UTC -3 | 8am to 8pm UTC -3 9am to 5pm (Pacific Time Zone and Eastern Time Zone) | 24/7 for all technical issues* |
| Customer Service Channel | Access to the Pipefy community | Chat/Ticket | Chat | Exclusive queue |
| Human Chat | Not available | Not available | Available | – |
| AI Chat | Not available | Available | Available | – |
| Ticket System | Not available | Available | Not available | Available |
| Initial Response Time³L1: Service interruptionL2: High criticalityL3: Medium criticalityL4: Low criticality | – | According to criticality: L1: 2 business hoursL2: 6 business hoursL3: 1 business dayL4: 2 business days | According to criticality: L1: 45 minutesL2: 2 business hoursL3: 6 business hoursL4: 2 business days | According to criticality: L1: 30 minutesL2: 2 hoursL3: 8 hoursL4: 24 hours |
| Onboarding | Not available | Not available | Not available | Available |
| Costs | No costs | No costs | Yes | Yes |
| Eligibility | All Plans | Any client with an active paid subscription. | Any client with an active paid subscription. | Any client with an active paid subscription. |
| ¹ Access to Community Support – Community Support, accessible through the link: https://community.pipefy.com, is available to any user who signs up for the Pipefy Solution. Users with Starter license plans are only eligible for community support.² Technical Support Hours – Support will be available from Monday to Friday, during business hours from 8am to 8pm according to Brasília time zone (UTC −3), via chat in the logged-in area of the Pipefy Solution. Response time will depend on the Plan and the complexity of the case. It is important to note that Free Plans are not included in the aforementioned table, offering only access to the Pipefy Community, without a defined response time. Coverage hours for other time zones: UTC 0 – 11AM to 11PM; UTC −3 (Brasilia Time) 8AM to 8PM; UTC −5 (Eastern Standard Time) 6AM to 6PM; UTC −8 (Pacific Standard Time) 3AM to 3PM; and UTC +10 (Australian Eastern Standard Time) 09PM to 09AM. For different locations or in case of specific needs, the Customer may consider purchasing the Premier Plan or the Critical Support Package. In the plans with 24/5 immediate assistance, it is important to note that, on weekends, only one analyst will be available on call, dedicated to dealing with critical problems or situations of the Critical Support Package.³Initial response time – Pipefy will make its best efforts to achieve the target initial response time for the applicable severity level:: Level 1 (L1): Service interruption, total or partial failure of the Pipefy Solution. Important services/components do not work and affect the Pipefy production environment of multiple CustomersLevel 2 (L2): Severe impact on performance. Important services/components are not working, a single connection is down, or a subset of users cannot access the Pipefy production environmentLevel 3 (L3): Low impact on a small number of users in a production environmentLevel 4 (L4): User questions, improvement feedback, and specific requests of low complexity The response time will start counting from the moment the event is communicated through the channel indicated in the table, considering the time elapsed from the moment the request is opened by the Customer until the first response from Pipefy. | ||||
Last updated: August 10, 2026
Annex III – PIPEFY SUPPORT PLANS
This Annex governs the Pipefy Solution Support Services. Service levels, response times, and available service channels are determined exclusively by the support plan specified in the applicable Order Form.
The Customer acknowledges that the support plan is purchased independently of the Pipefy Solution license plan. Accordingly, the contracted license plan does not determine the level of support to be received.
If the Order Form does not specify a support plan, the Customer will only be eligible for the “
| PACKAGE – CRITICAL SUPPORT | |
| Critical Support, when purchased by the Customer and expressly set forth in the Purchase Order,is a priority service package that allows the customer to define the criticality and urgency of demands, ensuring rapid response to critical issues. The package includes a limited number of calls per month and is restricted to activating up to 5 (five) users previously designated by the Customer via email. In addition, the sale of this module is limited to a specific number of Customers, ensuring exclusive and efficient service. | |
| Availability/Support Hours² | 24/7** + Standard Support |
| Support Channel | Exclusive queue |
| Exclusive via Ticket System | Limited to 5 tickets/month (non-cumulative) |
| Initial Response Time³ L1: Service interruptionL2: High CriticalityL3: Medium CriticalityL4: Low Criticality | 45 minutes |
| Onboarding | Available |
| Costs | Yes |
| Eligibility | Any plan |
1. Key Premier Support Benefits and Details
• Onboarding Call for New Customers: a dedicated 1 (one)-hour session to align expectations and gain a detailed understanding of the customer’s operation. This ensures that the Pipefy team is fully prepared to deliver excellent service tailored to the customer’s specific needs.
• Access to an exclusive queue in which requests are handled by senior analysts.
• Monthly alignment meetings and availability for meetings during urgent issues.
• Weekend technical support for high-urgency cases.
2. Support Included in Standard Plans and Above Covers:
• Pipefy Solution updates during the applicable subscription period
• Troubleshooting related to the Pipefy API
• Root-cause analysis
• Technical guidance on the Pipefy Solution
• Assistance with issues during use of the Pipefy Solution
• Incident support — identification and resolution of Pipefy Solution issues
• Bug identification and reporting*
• Support for service interruptions and instabilities reported at https://status.pipefy.com/
Note that free or starter licenses include only community support.
Support is available to system administrators and account holders. End users will be redirected to a system administrator.
3. Support Does Not Include:
• Beta features
• Customized versions of the Pipefy Solution
• Development questions or requests, or debugging of user code. Support will provide assistance exclusively for the Pipefy API, with usage examples
• Support for third-party plugins, integrations, or Non-Pipefy Applications
• Product training
• Support in languages other than English and Brazilian Portuguese
• Professional Services (solution implementation, process modeling, adjustments or consulting for process modeling, among others)
• Bug fixes (coding)*
• Events external to Pipefy, such as power outages, server and/or hardware malfunction, and/or Customer’s internet connectivity
• Inserting, deleting, or changing Customer configurations and Data
• Communication via channels other than those listed in the plans table
4. Bug Handling
Pipefy support offers comprehensive assistance for handling bugs, including reproducing the reported issue, detailed logging, and, whenever possible, creating workarounds to mitigate impact. Each reported bug is assessed and prioritized based on severity and the number of affected users. The analysis and correction process follows a structured workflow that takes into account operational impact and the criticality of the symptoms. Whenever necessary, timelines and justifications for resolution will be communicated to the Customer, although in certain specific cases treatment or definitive resolution of the bug may not occur in the medium or long term.
4.1. Bug Severity Classification
Bugs are classified according to the following impact criteria:
(i) Outage: The application is unavailable to all users. Work functions are completely interrupted, with no viable workarounds. Examples: total loss of use, exposure of sensitive information, or other issues affecting the entire customer base.
(ii) Severe: The feature is inaccessible, application performance is significantly impaired, or users’ work functions are severely impacted. Examples: intermittency, considerable delays, system slowness, data inconsistencies, incorrect billing, or continuous errors (looping).
(iii) Disruptive with Workaround: The issue impacts the experience or operation, but a workaround is available. Users can perform their tasks in a limited way while awaiting the fix.
(iv) Cosmetic: The issue affects the user experience without directly impacting work functions. Examples: visual issues, misconfigured elements, or partial access to features that does not compromise core use.
4.2. Commitment to Quality
Pipefy is committed to proactively working to identify solutions to minimize the impact of bugs on Customers’ operations. For each occurrence, Pipefy will seek to reproduce the error, implement a workaround, and prioritize resolution based on severity and available resources.
