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Support

Welcome to Chinafy Support Common Support FAQs Issue Severity Levels Plan Support Levels Onboarding Support Levels

Plan Support Levels

While we aim to respond as fast as we can - and often respond outside of the listed Availability hours - we hope you understand that we have to triage and prioritise cases when there are numerous.

If you find that you will require additional support outside of what is included in your plans, please kindly reach out to support@chinafy.com so that we may include additional support for you to meet your needs.

Starter: Email support only, support@chinafy.com. Unless there is critical system error, support availability is available during business hours 10am-7pm HKT with an average response time of <24 hours.

Pro+ Plan: Email support only, support@chinafy.com. Unless there is critical system error, support availability is available during business hours 10am-7pm HKT with an average response time of <12 hours.

Enterprise Plan: Named technical manager, named accounts manager. Technical support is available 7 days a week with guaranteed response in under 24 hours and an average response time of 2 hours.

Paid Trial: Same as Pro+ plan support levels unless explicitly mentioned otherwise.

Plan Type

Starter

Pro+

Enterprise

Includes

Email Support

Access to Knowledge Base

Everything in Starter, plus

Slack (optional as an add-on)

Everything in Pro+, plus

Named Account Manager