Support & SLA
Comprehensive support services with guaranteed response times
Support Channels
Email Support
support@psm.co.ug
24/7 ticket system with priority handling
- Critical: 2 hours response
- High: 4 hours response
- Normal: 24 hours response
Phone Support
+256 39 3612767
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 1:00 PM
- Technical support
- Implementation guidance
- Emergency assistance
Live Chat
Real-time assistance during business hours
Available on our website and mobile apps
- Quick questions
- Feature guidance
- Account assistance
Remote Support
Screen sharing and remote assistance
Available for Premium and Enterprise plans
- Direct problem resolution
- Training sessions
- System configuration
Service Level Agreements
Response Time Guarantees
We commit to the following response times based on issue severity:
Critical Issues
Response: 2 hours
Resolution: 8 hours
- System completely down
- Data corruption or loss
- Security breaches
- Payment processing failures
High Priority
Response: 4 hours
Resolution: 24 hours
- Major feature not working
- Performance degradation
- Multiple users affected
- Report generation issues
Normal Priority
Response: 24 hours
Resolution: 72 hours
- Minor feature issues
- Single user problems
- Clarification requests
- Enhancement requests
Low Priority
Response: 48 hours
Resolution: 1 week
- Documentation updates
- Cosmetic issues
- General inquiries
- Feature suggestions
Support Plans
Basic Support
Included with all subscriptions
- Email support during business hours
- Online documentation access
- Community forum support
- Standard SLA response times
Premium Support
UGX 200,000/month
- Priority email and phone support
- Remote assistance included
- 50% faster response times
- Dedicated support specialist
- Monthly health check calls
Enterprise Support
Custom pricing
- 24/7 support availability
- Dedicated support team
- On-site support visits
- Custom SLA agreements
- Priority feature development
Maintenance Windows
Regular maintenance to ensure optimal performance:
- Scheduled Maintenance: First Sunday of each month, 2:00 AM - 6:00 AM EAT
- Emergency Maintenance: As needed with 24-hour advance notice when possible
- Updates: Minor updates deployed weekly, major updates monthly
- Notification: All maintenance windows announced via email and in-app notifications
Escalation Process
If you're not satisfied with the initial response or resolution:
- Contact your assigned support specialist
- Request escalation to Support Manager
- Escalate to Technical Director if needed
- Final escalation to Managing Director
Escalation Hotline: +256 39 3612767 (for critical issues only)