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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‚Äč (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)
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