Every query we receive is important. To help us respond effectively, each support ticket is assigned a priority level based on its severity and impact. This ensures that critical issues are resolved quickly, while lower-priority items are handled within appropriate timelines.
Here’s how we categorise and respond to different types of issues:
P0 – Critical
What qualifies: Platform-wide outages or major failures affecting all users with no workaround.
Response time: Triage within 8 hours
Resolution target: Within 24 hours
Action: Escalated to the relevant team and resolved within the target time
Examples:
• Entire platform is down
• No users can log in
• All generation or export functions are failing for all users
P1 – High
What qualifies: Significant impact on core features for multiple users; workaround may be partial.
Response time: Triage within 8 hours
Resolution target: Within 48 hours
Action: Resolved and user notified
Examples:
• SSO login failing for a specific user group
• Templates not loading for multiple users
• Exports failing for specific formats across workspaces
P2 – Medium
What qualifies: Functionality is partially impaired for a specific group or workspace
Response time: Triage within 8 hours
Resolution target: Within 7 calendar days
Action: Resolved and user notified
Examples:
• Font or export issues impacting a few users
• Dimension or alignment problems in feed projects
• Styling lost when copying text between templates
P3 – Low/ Service Requests
What qualifies:
• Minor usability issues with minimal impact
• Service requests
Response time: Triage within 8 hours
Resolution target: Within 14 calendar days
Action: Resolved and user notified
Examples:
• Misaligned icons in the editor settings panel
• Inaccurate download count in export history
P4 – Informational / Feature Request
What qualifies:
• General queries
• Cosmetic issues
• Feature suggestions
Response time: Triage within 8 hours
Resolution target: Within 1 calendar month (feature delivery times may vary)
Action: Feature requests- shared once the feature is planned
Examples:
• General products questions
• Feature request to favourite templates or integrate with a niche third-party tool
• Minor visual tweaks or typos
Self-service items, not actioned by the Pencil support team
Some actions are handled directly in the platform or by your workspace admins, rather than through the support team:
Bulk user upload and role updates Subscription admins can add or update users in bulk across multiple workspaces. User roles can be updated in bulk, directly in the platform in this way. Subscription admins cannot however bulk delete users, or remove users across multiple workspaces.
Single workspace creation: Requests for one or two new workspaces should be handled by respective workspace/agency admins.
Workspace renaming: This must be done by workspace admins directly in the platform.
Child workspace creation: Child workspace creation can be done by the users manually through the platform.
If you’re unsure how to complete any of these actions on your own, feel free to reach out — we’ll be happy to point you in the right direction.
Services actioned by Pencil support team
Although workspace admins are empowered to handle most common services, the Pencil team may be able to help with certain administrative edge-cases and tasks to support your workspace setup and management. These services are typically requested through support and handled by our team.
Disabling or removing a workspace is one such service. To request a workspace disablement, please reach out to our support team with the relevant details. We’ll confirm and process your request within our standard resolution timelines based on the P3 priority list as shared above.
Please note that the Pencil support team no longer accepts service requests for bulk user uploads or bulk user role updates, as admins can action these directly in the platform.