Enterprise support
An organisation on an Enterprise contract has priority support: a named person at Plotwork who answers it, a first response target in business hours, and the hours support is staffed. Every member finds them on the organisation's Support page in the portal, and asks for help from the same page.
TL;DR
| Question | Answer |
|---|---|
| Where is it? | In the portal, open the organisation and choose Support, at the bottom of the sidebar. Every member of an Enterprise organisation sees it, readers included. |
| Who answers? | The named contact on the page: a Plotwork person, by name and email address. Write to them directly, or use the form on the page. |
| How fast? | The page says it, for example "First response within 4 business hours". That is the time to a first human answer, counted in the support hours your contract names. |
| How do I ask? | Fill in Ask for help: a subject, a severity and a message. The contact gets it by email at once, with your address to reply to, and answers you by email. |
| Which severity? | Question, Something is broken, or Urgent: production affected. Urgent requests are read first. |
| What does it cost? | Nothing more. Priority support is part of the Enterprise contract. |
| Not on Enterprise? | The owner and the admins see what Enterprise adds, with a way to talk to us. Members see no Support item. |
| Is what I write kept? | Yes, for 365 days, as you wrote it. See What is kept. |
1. Find the Support page
Open the organisation in the portal at app.plotwork.dev (opens in a new tab) and choose Support, the last item in the sidebar. The page has three parts:
| Part | What it shows |
|---|---|
| Your named contact | The person's name, their email address with a copy button, and a link that opens a new email to them |
| What priority support means here | The first response target, the support hours, and the uptime commitment. The owner and the admins also see the contract's start and end days and how it renews. |
| Ask for help | The form that sends a request to the named contact |
The page never shows the contract's price, its billing contact or its invoices, to anyone. Those stay between your billing contact and Plotwork.
2. Your named contact
The contact is the Plotwork person your contract names. A request from the form reaches them, and so does an email you write to them yourself. When the page says Plotwork is naming your contact, a request from the form still reaches the support team.
| You want to | Do this |
|---|---|
| Ask a question with context from the page | Use Ask for help. The email names your organisation, your role and the severity, so nothing needs repeating. |
| Send a screenshot, a log or a file | Write to the contact by email and attach it. The form takes text only. |
| Follow up on a request | Reply to the contact's answer. The thread stays in your inbox and theirs. |
3. Ask for help
| Field | What to write |
|---|---|
| Subject | One line on what it is about, up to 160 characters, such as "Drift checks fail on payments-api". |
| Severity | How urgent it is (below). |
| Message | What happened, what you expected, and anything that helps reproduce it: the repository, the diagram, the time. Up to 5000 characters. Line breaks are kept. |
| Severity | Choose it when |
|---|---|
| Question | You want to know how to do something, or whether Plotwork can. |
| Something is broken | Something does not work as it should, and you can still work. |
| Urgent: production affected | Plotwork is stopping work that matters now: a check blocks every merge, hosted diagrams in a live page fail, or nobody can sign in. |
When it is sent, the page says who will answer and how soon, for example "Sent. Mary Somerville will answer by email, first within 4 business hours." The answer comes by email to the address you sign in with.
An organisation can send 20 requests a day from the form. Past that, the page says so and gives the contact's address to write to instead.
4. What the targets mean
| Term | Meaning |
|---|---|
| First response | The time from your request to the first answer from a person, not an automatic reply. It is a target the contract sets, measured in business hours. |
| Business hours | The support hours on the page, such as "Mon to Fri, 9:00 to 17:00 AEST". A request sent outside them counts from when they next begin. |
| Support hours | When the named contact and the support team work on requests. The page shows them as your contract writes them. |
| Uptime SLA | Plotwork's commitment on the availability of the hosted service. The level and the credits are in your contract. |
A first response is not always the fix. It says what is known and what happens next.
5. What is kept
| What | Kept |
|---|---|
| Your request: the organisation, your account and email address, the subject, the severity, the message and when you sent it | 365 days, then the daily clean-up deletes it. It goes sooner when the organisation or your account is deleted. |
| Whether the email reached the contact, and when Plotwork marked the request answered | With the request |
What you write is stored as you wrote it, so leave out a password, a key or anything you would not email. The privacy policy has the full account.
See also
| Page | Why |
|---|---|
| Plans and billing | What Enterprise includes besides priority support |
| Organisations | Members, roles, and what each role can see |
| Single sign-on | Another part of an Enterprise contract |
| Privacy policy | What a support request stores, and for how long |