Customer Support

Premier Advisory & Support

A unified service package that combines proactive monitoring, dedicated expertise, and faster response times to reduce downtime and deliver continuous improvement.

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    Strategic Support for Mission-Critical Operations

    Technical Account Manager (TAM)

    Dedicated advocate who knows your goals

    Priority Support

    Faster SLAs, direct to L2/L3 support agents

    Health Checks

    Proactive reviews to keep systems running smoothly

    Process Optimization

    Support for configurations, process adjustments, PM block implementations

    Data Manipulation

    Accurate backend fixes including record cleanup and value adjustments

    Product Previews

    Early visibility into releases with opportunity for feedback

    What this means for you?

    Continuous management, monitoring, and optimization of ProcessMaker solutions.

    Dedicated customer support

    Regular updates and upgrades

    Scoped new feature adoption

    Continuous process monitoring

    Reusable assets implementation

    Integration updates

    Why do you need it?

    Premier, reliable, and proactive services to meet the demands of enterprise clients.

    Service Level Standard Premier Advisory & Support
    P1 Response Time 2 Hours 1 Hour
    P1 Resolution Best effort 24 Hours (For issues within our control)
    Support Hours Business Hours M-F 24/7 Response
    Expert Access Escalation Only Direct to L2/L3
    Proactive Monitoring Not Available Included
    Technical Account Manager Not Included Dedicated Technical Advisor
    Data Manipulation Professional Services Included

    Frequently Asked Questions

    Premier Advisory & Support is ProcessMaker’s premium service offering designed to provide continuous management, monitoring, and optimization of your ProcessMaker solutions. It combines strategic guidance, proactive prevention, and dedicated scoped technical support to keep your systems running smoothly.

    Premier Support offers faster SLAs, direct access to senior (L2/L3) engineers, a dedicated Technical Account Manager, and proactive system health checks — ensuring potential issues are resolved before they impact operations.

    Your TAM acts as a dedicated advocate who understands your business goals, coordinates support efforts, and provides strategic guidance on process optimization, product adoption, and technical configurations. The TAM scope of work is limited to process adjustments or optimizations. If the scope extends beyond minor modifications, it will need to be evaluated by the Professional Services team.

    Premier customers receive assistance with backend data manipulation, record cleanup, value adjustments, configuration tuning, and process adjustments. Priority handling ensures critical issues are escalated directly to senior support teams.

    Premier Support provides health checks, system monitoring, and regular process reviews to identify risks early. Customers also receive previews of upcoming product releases and the opportunity to provide feedback before public rollout.

    Enterprise clients or organizations relying on ProcessMaker for mission-critical workflows will gain the most value, especially those requiring minimal downtime, faster response times, and proactive management.

    Contact your Customer Success Manager (CSM) to discuss available plans, pricing, and onboarding steps for your organization.

    Incident priorities are determined based on the business impact and urgency of the incident. There are four severity levels: urgent, high, normal, and low. Based on the urgency, the fix schedule can start as quickly as within one hour upon receipt of the error notification.

    Examples of urgent issues include server errors or the inability to start or continue cases. Low-urgency issues are those with no impact on the operation of the software, such as UI change requests, language adjustments, and similar minor updates.

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    Empower Your Team, Transform Your Business

    Ensure both are successful with ProcessMaker.

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