| 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 | 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 | Business 100+ or 4800+ annual contract value | Yes | Yes |
| Eligibility | All Plans | Business 100+ or 4800+ annual contract value | Any | Any |
| 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: 12 de January de 2026
ANNEX III – SUPPORT PLANS
This Annex is an integral and inseparable part of the Pipefy Solution Terms and Conditions of Use License (“Contract”). This Annex regulates the Support Services of the Pipefy Solution, establishing the service levels, response times and forms of support for the different existing plans. It is important to note that the plan contracted for the Pipefy Solution licenses may differ from the support plan contracted by the Customer. The support plan defines the service levels, response times and forms of support, regardless of the license plan purchased.
| PACKAGE – CRITICAL SUPPORT | |
| Critical Support 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. Main benefits and details of Premier support
- Onboarding Call for New Customers: a 1 (one) hour session dedicated to aligning expectations and understanding the customer’s operation in detail. This moment ensures that the Pipefy team is fully prepared to offer an excellent service, adjusted to the customer’s specific needs.
- Access to an exclusive queue where requests are handled by senior analysts.
- Monthly alignment meetings and availability for meetings during urgent issues.
- Technical support on weekends in cases of high urgency.
2. Support included in Standard and higher plans includes:
- Updates to the Pipefy Solution during the applicable subscription period
- Troubleshooting issues related to the Pipefy API
- Root cause analysis
- Technical guidance on the Pipefy Solution
- Assistance with issues while using the Pipefy Solution
- Incident support – Troubleshooting the Pipefy Solution
- Bug identification and reporting*
- Support for service outages and instabilities reported at https://status.pipefy.com/
Please note that free or starter licenses only include community support.
Support is open to system administrators and account holders. End users will be redirected to a system administrator.
3. Support does not include:
- Features on Beta version,
- Custom versions of the Pipefy Solution
- Development questions or requests, as well as debugging of user code. Support will provide assistance exclusively for the Pipefy API, providing examples of its use
- Support for third-party plugins or integrations and Non-Pipefy Applications
- Product training
- Support in languages other than English and Brazilian Portuguese
- Professional Services (implementation of the solution, process modeling, adjustments or consultancy for process modeling, among others)
- Bug fixes (coding)*
- Events external to Pipefy, such as: power outages, server and/or hardware malfunction, and/or the Client’s internet connectivity
- Insertion, deletion and Change in Client’s settings and Data
- Communication through various tools to the channels indicated in the plan table
4. Bug Handling
Pipefy support offers comprehensive assistance in dealing with bugs, including reproducing the reported problem, providing detailed information, and, whenever possible, creating alternative solutions to mitigate the impact.
Each registered bug is evaluated and prioritized based on its severity and the number of users affected. The analysis and correction process follows a structured flow that considers the operational impact and the criticality of the symptoms. Whenever necessary, deadlines and justifications for resolution will be communicated to the Customer, although in some specific cases the 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 impact criteria below:
(i) (Outage):
- The application is unavailable to all users.
- Work functions are completely interrupted, with no viable alternative solutions.
- Examples: total interruption of use, exposure of sensitive information, or other problems that affect the entire customer base.
(ii) Serious:
- The functionality is inaccessible, the application performance is significantly impaired, or users’ work functions are severely impacted.
- Examples: intermittency, considerable delays, system slowdowns, data inconsistencies, undue charges, or occurrence of continuous errors (looping).
(iii) Disruptive with Workaround:
- The problem impacts the experience or operation, but there is a workaround available.
- Users are able to perform their tasks to a limited extent while waiting for the fix.
(iv) Aesthetic:
- The problem affects the user experience without directly impacting work functions.
- Examples: visual problems, misconfigured elements, or partial access to features that do not compromise the main use.
4.2. Commitment to Quality
Pipefy is committed to working proactively 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 the resolution based on severity and available resources.
