This article contains definitions for the priority levels that Hyperproof Support uses to organize its work queue, the target response times, and business hours.
Business Hours
Standard Support customers are entitled to service from 9:00 AM to 5:00 PM, Monday - Friday in one of the available time zones, based on the customer's primary business location.
Premium Support customers are entitled to service from 9:00 AM to 5:00 PM, Monday - Friday, in all available time zones.
Available time zones: CET, GMT/BST, ET, CT, MT, and PT.
How to contact Hyperproof support
Hyperproof and TPRM Core products: Begin by asking the Hyperproof Support AI chatbot for assistance with product questions and troubleshooting common problems. If the chatbot cannot resolve the issue, submit a support ticket through Hyperproof’s support website or email support@hyperproof.io.
TPRM Lite products: Begin by asking the Hyperproof Support AI chatbot for help with product questions and troubleshooting common issues. If the chatbot cannot resolve the problem, provide a detailed description of the issues in the chat. Our product team reviews chat conversations periodically.
How Hyperproof assigns priority
When creating a support case, users can choose a priority level based on the issue's urgency. Hyperproof Support will determine the final case priority using clearly defined guidelines. While your chosen priority level provides a useful indication of urgency, it may be adjusted based on the actual business impact, severity, and available workarounds.
Phone support
Although we do not provide a phone number for support, we are eager to assist you with any issues. We often arrange web meetings to discuss details, troubleshoot, and gather information such as screenshots, logs, and recordings. If you're unable to use Zoom, you can suggest a different meeting service.
Our commitment to resolution
Hyperproof Support will make reasonable efforts to resolve issues in accordance with the assigned priority level. Our resolution process may involve:
Providing a temporary or permanent workaround, or
Delivering a software fix when necessary.
Priority downgrade conditions
If Hyperproof delivers a workaround that mitigates the original issue such that it no longer meets the definition of the original priority level, the case priority will be lowered to the next appropriate level. This ensures consistent prioritization across all support tickets.
Example: If an issue initially blocks a critical business process (high priority), but a temporary workaround allows the process to proceed with minimal disruption, the priority may be reduced to medium or low, depending on the residual impact.
Support packages and target response times (SLAs)
Priority | Description | Standard Support | Premium Support |
Highest | Hyperproof is experiencing a service outage or major degradation that severely impairs the usability of the product. | 4 Business Hours | 2 Business Hours |
High | A minor performance degradation where the product is still usable but operating slower than expected. | 8 Business Hours | 4 Business Hours |
Medium | A major, generally available feature does not work as designed, but there is a reasonable workaround which results in a minor business impact. | 48 Business Hours | 24 Business Hours |
Low | Documentation issues and minor defects that have little or no business impact but are an inconvenience. | 144 Business Hours | 72 Business Hours |
* Premium Support is an additional paid service reflected on the Order Form.