Support Portal & SLA Tiers
Overview of customer support channels, response times, and plan tier entitlements.
3 min read•Updated September 2026
Support Entitlements by Plan
Support SLAs and ticket routing are automatically assigned based on your organization's active subscription tier:
| Plan Tier | Support Channels | Guaranteed SLA Response | Priority Escalation |
|---|---|---|---|
| Free Plan | Discussion Forum & Knowledge Base | Community-based | None |
| Starter Plan | Web Support Tickets & Email | < 24 Hours | Standard Queue |
| Pro Plan | Priority Support Tickets & Dedicated Queue | < 4 Hours | Rapid Engineer Escalation |
| Enterprise Plan | Dedicated Account Manager & Phone / Slack | < 1 Hour | Dedicated Solution Architect |
Submitting a Support Ticket
Organization members can open the Support section, click 'Raise Ticket', select an issue category (Technical, Billing, Account, Feature Request), choose a priority level, and submit with real-time validation.
Billing & Order Disputes
Organization Admins can raise specific billing queries directly from their transaction history with their Razorpay Order ID to rapidly resolve payment and invoice inquiries.