6.5. Support Escalation
Go to: Guide Top Bar > Support or open https://synorex.group/contact
How to contact support:
- Open the Support link.
- Submit issue details:
- Wait for first response from support team.
- branch name
- user role
- page path
- date/time
- screenshot/video
Support levels:
- Level 1 (Branch/Admin Support): basic usage help, permission checks, data entry mistakes.
- Level 2 (Product Support): configuration issues, import issues, payment gateway/LHDN flow validation.
- Level 3 (Technical Team): bug fixes, system errors, server/integration problems.
Support plan table:
| Support Plan | Classic Plan | Priority Plan | Custom Plan |
|---|---|---|---|
| Critical | <= 4 business hours | <= 2 business hours | Custom |
| High | <= 1 business day | <= 4 business hours | Custom |
| Normal | <= 2 business days | <= 1 business day | Custom |
| Low / Info | Best effort | Best effort | Custom |
| Support Hours | Business hours only | Business hours only | 24/7 |
| Escalation | Standard queue | Priority queue | Dedicated path |
| Coverage | Shared support | Faster handling | Contract-defined |
| Availability | Included by default | Paid add-on / Custom | Enterprise / Custom |
Escalation flow:
- Internal admin review.
- Submit ticket/contact support.
- Support moves case from Level 1 to Level 2 or Level 3 when required.
What this page covers:
- Technical support
- Product usage support
- Escalation path