Pangea Support Policy and Contacts
Pangea Customer Care - Support Policy
Pangea Digital Team has implemented a new Support Policy valid from 1st February 2018.
During business days we Support all types of requests during standard Business Hours (8:00 A.M. - 8:00 P.M. Prague Time / 2:00 A.M. - 2P.M. DC Time), and after that we are available On-Call for any Emergency issues.
Over the weekends we are on 24h/day On-Call support for any Emergency issues only. However, if you require immediate assistance, and you believe your issue is Critical, please call on our support phone to make sure, that your issue will be addressed ASAP.
Please bear in mind, that during On-call hours, time to react to Critical Bugs & Emergency requests is within 1 hour. In case of emails, New Feature, User Inquiry, Infographics, and other requests we would only react within 0-6 hours during the next business day.
During On-Call hours, please make sure that all emergency requests are also passed along through the phone +420-2-2112-2800 (Prague internal ext. #2800).
Pangea Support Business and On-Call Hours
Business Hours
|
Location |
Opening hours |
Days |
|---|---|---|
|
Prague (Europe) |
08:00 am - 08:00 pm (CET) |
5 per business week |
|
Washington D.C. (USA) |
2:00 am - 02:00 pm (EST) |
5 per business week |
On-Call Hours
|
Day of the Week |
Supporting hours (Prague time) |
|---|---|
|
Monday - Thursday |
08:00 pm - 08:00 am (CET) |
| Friday |
08:00 pm - 00:00 am (CET) |
| Saturday - Sunday |
00:00 am - 00:00 pm (CET) |
Contacts
- Submit JIRA Ticket
- Phone CZ: +420-2-2112-2800 (24/7 On-call)
- Phone US: +1-202-457-6929 (24/7 On-call)