Ticket Support, 24/7
Get round-the-clock support tailored to your needs. Whether it’s a quick fix or a complex configuration, our global team is always ready to help — anytime, anywhere.
Fastest Response Times
No waiting around. Our support workflow is built for speed and resolution, so you can keep your operations running smoothly with minimal disruption.
Free Setup Assistance
We assign you a dedicated support engineer who works with you hands-on — understanding your environment, implementing solutions, and staying by your side for whatever comes next.
Pick your perfect Support Plan
Find the right fit for your team — with features, response times, and coverage that scale with your needs.
| Feature Breakdown | BASIC | STANDARD | PREMIUM | ENTERPRISE |
|---|---|---|---|---|
| Core Support | ||||
| 12 months of maintenance | ✔️ | ✔️ | ✔️ | ✔️ |
| Version Updates | ✔️ | ✔️ | ✔️ | |
| Dedicated Support Hours | ✔️ | ✔️ | ✔️ | ✔️ |
| Support Medium | ||||
| Email Support | ✔️ | ✔️ | ✔️ | ✔️ |
| Jira Customer Portal | ✔️ | ✔️ | ✔️ | |
| Video Conferencing | ✔️ | ✔️ | ✔️ | |
| Phone Support | ✔️ | |||
| Recommended for severity | ||||
| Low Severity | ✔️ | ✔️ | ✔️ | ✔️ |
| Medium Severity | ✔️ | ✔️ | ✔️ | |
| High Severity | ✔️ | ✔️ | ||
| Highest Severity | ✔️ | |||
| Response Time | WORKDAYS ONLY | WORKDAYS | ALL | WORKDAYS | ALL | ALL DAYS |
| Low Severity | 24Hrs | 24Hrs| 24Hrs | 12Hrs | 12 Hrs | 12Hrs |
| Medium Severity | 24Hrs | 16Hrs | 24Hrs | 10Hrs | 12 Hrs | 8Hrs |
| High Severity | 24Hrs | 12Hrs | 24Hrs | 8Hrs | 12 Hrs | 4Hrs |
| Highest Severity | 24Hrs | 12Hrs | 24Hrs | 8Hrs | 12 Hrs | 4Hrs |
Frequently Asked Questions
Everything You Need to Know
Contact us
Plugin Inquiries
Does miniOrange offer technical support?
Yes, we offer technical support for all our plugins. Basic support is included by default, and advanced support options are available through our paid Support Plans.
Does miniOrange provide a developer license for paid plugins?
Yes, we offer developer licenses for testing and staging environments upon request for paid plugin users. These are intended for internal use and not for production deployment.
License Inquiries
What is the licensing model?
Our plugins follow an annual subscription model. The license includes access to updates and basic support throughout the subscription period.
Is it a one-time payment or an annual subscription?
Licensing is billed annually. Renewal ensures continued access to plugin/compatibility updates, security patches, and support.
Does miniOrange offer support in setting up the plugin?
Yes, we provide free setup assistance for all customers. A dedicated support engineer will guide you through configuration and help tailor the plugin to your environment.
Initial response times – miniOrange will use commercially reasonable efforts to meet the target initial response time for the applicable severity level:
- Level 1 (Highest Severity): Production application down or major malfunction affecting business, and high number of staff
- Level 2 (High Severity): Serious degradation of application performance or functionality
- Level 3 (Medium Severity): Application issue that has a moderate impact to the business
- Level 4 (Low Severity): Issue or question with limited business impact. Question about how to use a specific product or feature
