Platinum Support

Delivering Premium, Reliable,
and Proactive Support

Platinum Support delivers premium, reliable assistance designed for enterprise clients who rely on ProcessMaker as a mission-critical platform. We ensure your operations run smoothly 24/7 through faster resolution times, preventative monitoring, and dedicated expertise that understands your specific organizational needs.

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    Why Choose Platinum Support?

    Faster, Proactive Support

    Get priority access to expert support with rapid response times so your business stays up and running without disruption.

    Prevent Issues Before They Happen

    Our real-time monitoring detects and resolves problems before they impact your operations, keeping your systems optimized and secure.

    Incident Reports

    Stay informed with clear, detailed post-incident reports to help you understand what happened and how it was resolved.

    24/7 Peace of Mind

    Get help anytime, day or night, ensuring your business never slows down due to technical issues.

    Your processes are too important to leave to standard support timelines. Platinum Support customers have reduced downtime and faster issue resolution, which allows your team to have peace of mind and focus on what matters the most.

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    How Does Platinum Support Compare?

    With Platinum Support, you get faster resolutions, expert guidance, and proactive problem-solving—so you can focus on growing your business instead of dealing with technical roadblocks.

    What You Get Standard Support Platinum Support
    Faster Response Times Priority 1: 2 hours
    Priority 2: 4 hours
    Priority 3: 24 hours
    Priority 4: 48 hours
    Priority 1: 1 hour
    Priority 2: 2 hours
    Priority 3: 4 hours
    Priority 4: 24 hours
    Priority Handling Standard queue Fast-tracked tickets & escalations
    Expert Access Level 1, escalation required Direct access to Level 2 engineers
    Proactive Monitoring Not included Real-time issue detection & prevention
    Support Availability Business hours, M-F 24/7 support for mission-critical needs
    Incident Reports Upon request Detailed post-incident reports included

    Frequently Asked Questions

    Platinum Support offers significantly faster response times (1 hour vs. 2 hours for P1 issues), direct access to Level 2 engineers, 24/7 availability, and proactive monitoring—all designed to minimize disruptions to your business operations.

    You can contact your success manager to get personalized details about pricing.

    Yes, Platinum Support includes real-time monitoring to identify and address issues before they impact your operations, which is not available with Standard Support.

    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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