This Support Policy sets out the support Fig provides for the Fig Services and forms part of the Master Subscription Agreement.
Support tiers
| Standard (included) | Premium (upgrade) | Enhanced (Scale plan only) | |
|---|---|---|---|
| Hours | 09:00–17:30 GMT/BST, Mon–Fri, excl. English public holidays | 24/7 | 24/7 |
| Channels | Email, in-app chat, help centre | + telephone, dedicated Customer Success Manager | + named Technical Account Manager, quarterly business reviews |
| P1 response | 4 business hours | 1 hour | 30 minutes |
| P2 response | 8 business hours | 4 hours | 2 hours |
| P3 response | 2 business days | 1 business day | 1 business day |
| P4 response | 5 business days | 3 business days | 3 business days |
Severity definitions
- P1 – Critical: the Fig Platform is unavailable to all your users, or a personal data breach is occurring or imminent.
- P2 – High: a core feature is unavailable or significantly impaired with no reasonable workaround.
- P3 – Medium: a non-core feature is impaired, or a workaround exists.
- P4 – Low: a cosmetic issue, documentation query, or general question.
What these targets mean
The times above are response (acknowledgement) targets, not resolution times - resolution depends on the nature of the issue, and we use reasonable endeavours to resolve P1 issues as quickly as commercially possible.
How support works for MSPs and their End Customers
By default, Fig supports the MSP directly; the MSP provides first-line support to its End Customers. Fig may contact an End Customer's technical contact directly for security incidents, data-breach notifications, or bug reports submitted through our responsible-disclosure channel - see the Documentation for that channel's contact details.
Exclusions
Support and the response targets above don't cover issues caused by the Customer's own infrastructure, unsupported versions of the Fig Software, or events covered by the force majeure or permitted-downtime provisions of the Master Subscription Agreement and Service Level Agreement.
This document is part of Fig's public legal documentation. It works alongside our Terms of Service, Master Subscription Agreement, Product-Specific Terms, MSP Partner Agreement, Data Processing Agreement and Service Level Agreement.