What are FAQs for Support?

How do I create a support ticket?
To request assistance or report an issue with any of our products, please use the following links to create support tickets for each specific product.
Syncfusion - Create Ticket
Bold BI- Create Ticket
Bold reports- Create Ticket
Bold Sign- Create Ticket
Bold desk- Create Ticket

Whom should I contact for support?
Please contact us by submitting a ticket, through live chat, or email at support@syncfusion.com. For information on phone support, please visit our website Contact us – Syncfusion

What are the support timings?
Support hours: Mon-Fri, 10:30 AM IST- 7:30 PM IST (1 AM ET – 10 AM ET)
Live chat support hours: Mon-Fri, 11 PM ET- 5 PM ET

What if I encounter an urgent issue outside of support hours?
You can contact our live chat support for any immediate assistance outside of support hours. Our live chat team will address the basic queries. However, for queries that require validation time, we kindly ask that you submit a support ticket with priority set to “Critical.” Additionally, you can call our phone support and leave a voicemail.

Is there any documentation or resources available for self-help?
Please refer to help.syncfusion for product documentation.

What information should I include when submitting a support ticket?
When submitting a support ticket, please provide details such as the product/platform, control/module details, product version, description of the issue, and priority level.

Can I track the status of my support ticket?
After filing a support ticket, you will receive an email alert with the ticket ID. Once logged in to your Syncfusion account, you can read the ticket, check its status, and add further details as needed.

How long does it take to receive a response from a support ticket?
You will receive a response within 24 hours of submitting a ticket or posting an inquiry on all business days.

Is support available at weekends?
Weekend support is available only with premium support on a case-by-case basis.

What is Issue Priority Submission, and how is it categorized?
When submitting a ticket, customers can indicate the priority of the reported issue. Depending on the severity, we will provide updates to ensure a timely and efficient resolution. There are four categories of priority levels that can be defined as follows;

• Production/Critical priority - This category is for critical issues that are showstoppers and affect the production environment. These issues will be prioritized and addressed within 3 hours.
• Major - Major issues are critical and high-priority issues that can significantly disrupt an organization’s operations or service. We will address this in 12 hours or ½ business day.
• Moderate - This category is for non-critical and non-major issues, and we will respond within 24 hours.
• Low/Minor- This is for general queries that are not major or critical.

The final determination of Issue Priority will remain with Syncfusion Support. These details are outlined in our Support Service level agreement.