Our Support Plans
All times are in CEST.
Support Hours
| Area | Professional | Enterprise |
|---|---|---|
| Weekdays |
P1: 8am–10pm P2, P3, P4: 9am–6pm |
P1: 8am–10pm P2, P3, P4: 8am–8pm |
| Weekends | Only P1 Issue Support from 8am–10pm | |
| Public Holidays (Bavaria, Germany) | Only P1 Issue Support from 8am–10pm | |
Incident Management
SLA & Response Times
| Priority | Professional | Enterprise |
|---|---|---|
| P1 | 1 hour | 1 hour |
| P2 | 4 hour response time during support hours | 2 hour response time during support hours |
| P2 | 6 hour response time during support hours | 3 hour response time during support hours |
| P4 | 3 day response time during support hours | 1 day response time during support hours |
How to Raise & Track Incidents
- Professional: email (support@molequle.io)
- Enterprise: email (support@molequle.io), in-app chat, or via your named Customer Success Manager (CSM)
Responsibility & Escalation
- Professional: Incident managed by an assigned member of the Support Team
- Enterprise: Managed and coordinated by your Customer Success Manager
Updates & Maintenance
Release Process
Molequle uses a rolling release model, with continuous updates and fixes. As a SaaS platform, updates are automatically applied for all users.
Support for Functional Changes
Customer feedback is welcomed and can be shared via the support form or directly with your CSM.
- Professional: Submit via support case form
- Enterprise: Directly via named Customer Success Manager
If a change request is accepted, it's included in the product roadmap and a delivery timeline is communicated.
Other
Supported Browsers
Molequle works with all modern browsers, and is optimized for Google Chrome, Microsoft Edge (Chromium-based), and Firefox.
Access
Molequle is fully web-based. No download is required.
Additional License
Can be requested anytime via your Customer Success Manager or the Molequle Sales Team.
SLA Breach
Enterprise customers are eligible for service credits related to the uptime of the Molequle platform.