Bizagi offers 2 support levels: the Standard Support Service included with your licenses (with no SLAs) and the Premium Support Service (with SLAs) which you may purchase separately according to your requirements.
Basic Support Service
To receive basic support you must have an active maintenance support contract. Maintenance includes product upgrades/updates and basic product support. Basic Support allows customers to open tickets in Bizagi Portal which can be used to make simple consultations regarding product functionality. Also to report bugs, errors or suggestions for product enhancement. It does not offer any Service Level (no SLAs).
If you have implemented important or core business processes in your organization, we recommend that you opt for one of the Premium Support options described below in order to receive the support with the SLAs that your business requires.