Enterprise Support:
Before Enterprise, every critical incident turned into an email to support and a wait with no SLA. Now we have a guaranteed SLA. Average resolution time dropped 68%.
Compare plans and find the right level of support for your operation
Community
Ideal para explorar a plataforma, tirar dúvidas rápidas e acessar tutoriais. Sem SLA formal e sem atendimento humano.
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Community
Ideal para explorar a plataforma, tirar dúvidas rápidas e acessar tutoriais. Sem SLA formal e sem atendimento humano.
O plano Community inclui:
- AI Chat 24/7 com base de conhecimento
- Self-service: artigos, tutoriais e FAQs
- Acesso à comunidade de usuários Pipefy
Standard
O Standard é a base do suporte Pipefy. Todo cliente com plano ativo tem acesso sem custo adicional.
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Standard
O Standard é a base do suporte Pipefy. Todo cliente com plano ativo tem acesso sem custo adicional.
Recursos do Standard, mais:
- AI Chat 24/7
- Ticket system assÃncrono — SLA L1: 2h úteis
- Break & Fix: ajustes rápidos de configuração (até 1h/intervenção)
- 10 conversas/mês
MAIS ESCOLHIDO
Enterprise
Resposta em 45 minutos, Human Chat ao vivo e Relatório de Auditoria — para operações que não toleram espera.
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Enterprise
Resposta em 45 minutos, Human Chat ao vivo e Relatório de Auditoria — para operações que não toleram espera.
Recursos do Enterprise, mais:
- Human Chat ao vivo (9h–20h GMT-3 / + 9am to 5pm (PST / EST))
- SLA L1: 45 minutos | L2: 2 horas úteis
- 25 conversas/mês
- Onboarding assÃncrono
- Break & Fix incluso
- Relatório de Auditoria: 2 por ano – sob demanda
- Health Check – 1 por ano
Premier
O Premier é para organizações onde uma hora de indisponibilidade tem impacto financeiro, operacional ou regulatório direto.
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Premier
O Premier é para organizações onde uma hora de indisponibilidade tem impacto financeiro, operacional ou regulatório direto.
Recursos do Premier, mais:
- Fila exclusiva 24/7* — analistas seniores
- SLA L1: 30 minutos | L2: 2 horas (horas corridas)
- 50 conversas/mês
- Onboarding dedicado + mapeamento de processos crÃticos
- Break & Fix incluso
- Relatório de Auditoria: 2 por ano – sob demanda
- Health Check – 1 por ano
What each plan delivers, in practice
Community · Teams evaluating the platform or using it on an occasional basis
Access to the knowledge base and AI Chat, at no cost. Ideal for exploring the platform, getting quick answers, and accessing tutorials. No formal SLA and no human support.
Standard · Free for all paying customers
Formal SLA, ticket system, and Break & Fix — included for all active platform customers. Standard is the foundation of Pipefy support. Every customer with an active plan has access at no additional cost. Covers technical incidents, operational questions, and configuration adjustments with documented SLA.
Enterprise · 45-minute response, Live Human Chat, and Audit Report — for operations that can't afford to wait.
Enterprise was built for companies that critically depend on Pipefy and need fast human support, rigorous contractual SLA, and a dedicated point of contact.
Premier · Dedicated queue, 30-minute SLA, and 24/7* coverage — the highest level of protection for critical operations.
Premier is for organizations where one hour of downtime has a direct financial, operational, or regulatory impact. Dedicated queue with senior analysts, guaranteed 30-minute response at any hour, monthly sync, and dedicated onboarding.
Not sure which plan is right for you? Our specialists assess your operation’s profile and recommend the ideal plan — no commitment required.
Talk to a specialistCompanies that already chose the right plan
Real results from customers who adopted contractual SLA and specialized support.
Enterprise Support:
Live Human Chat completely changed the dynamic. We used to wait for a ticket response — now we resolve an L2 in under 90 minutes. Our customer onboarding operation no longer stops because of Pipefy.
Premier Support:
With the monthly sync, the IT team knows exactly what to do when an L1 incident happens. We no longer have to improvise or operate in the dark during a crisis.
From 72 hours to 28 minutes
A national distribution company integrated Pipefy with SAP to manage purchase approvals and service orders for 2,000 employees across 5 states. Before Premier, an after-hours incident could take up to 72 hours to resolve — impacting the monthly financial close. With Premier Support, the same type of incident is now resolved in an average of 28 minutes, at any hour.
Average L1 resolution time: 28 min
Process uptime: 99.7% over the last 12 months
Ready to guarantee the SLA your operation needs?
Not sure which plan is right for your company? Our specialists will assess your operation and recommend the ideal support level — no upgrade commitment required.
FAQ
Is Standard Support really free?
Yes, for all customers on a paid platform plan. It includes the ticket system and a 2-business-hour SLA for L1 incidents.
Can I change plans at any time?
Yes. Upgrades take effect immediately. Downgrades follow the contractual renewal cycle.
Does Support include implementation?
No. Support covers incidents, technical questions, and operational follow-up. Implementation falls under the Professional Services package.
What type of operation is Premier Support designed for?
Premier Support is recommended for companies with critical operations that require fast response times with a priority queue, 24/7 coverage needs, regulated operations requiring audit reports, and personalized onboarding.
