Matrix room
Audience
Anyone needing to talk to PLANA.
Every PLANA workspace gets a private Matrix room where PLANA staff and your team can talk directly. It's the fastest way to reach us — faster than email, faster than the support ticket form.
Where to find it
Click your avatar in the top right → Support → Open Matrix room. The Matrix room opens in a new tab at https://chat.planapulse.com.
Workspace owners and admins are invited automatically when the workspace is provisioned. To add a regular member to the support room: Settings → Team → click the member → Toggle "Support room access".
What lives in the room
- Conversations with PLANA's on-call engineer for issues
- Announcements about scheduled maintenance affecting your workspace
- Release notes for changes that affect you
- File-sharing for screenshots, exports, configuration we need to see
- A persistent record — chats stay forever, searchable
The room is private to your workspace. Only PLANA staff and the members you've granted access see it.
When to use it
| Situation | Use the Matrix room |
|---|---|
| Something broke in BOS or your tenant | Yes — fastest path |
| You see an unexpected alert | Yes |
| You have a question about your subscription | Yes |
| You want to request a new feature | Yes |
| You found a security issue | Mention briefly; we'll move to email if needed |
| You want a printable invoice | Better to use Settings → Billing |
| You need to talk legal (DPA, contract) | Email legal@plana.solutions |
Response times
| Severity | Target first response | Source |
|---|---|---|
| Critical (production down) | 1 hour (24/7) | Enterprise tier |
| Critical | 4 hours business | Pro tier |
| Critical | 1 business day | Starter tier |
| Normal | 1 business day | All tiers |
| Feature request | 5 business days | All tiers |
PLANA staff are in Sofia (UTC+2 / UTC+3). Business hours are 09:00–18:00 local on weekdays. Outside business hours, Critical responses go to our on-call engineer.
What we ask you to include
For faster triage, include in your first message:
- Workspace slug (or the URL)
- What you tried (the screen you were on, the action you took)
- What you expected (the result you were after)
- What happened instead (the error message, the wrong number)
- Screenshot if visual
The clearer the report, the faster the fix.
What we will and will not do
| We do | We don't |
|---|---|
| Investigate bugs in BOS / your tenant | Make changes to your business data without your written go-ahead |
| Reset 2FA after verifying your identity | Disable 2FA permanently without acknowledging the security implications |
| Restore data from backup on request | Restore over current data without explicit confirmation |
| Help configure new integrations | Configure them silently — you stay in the loop |
| Explain something in the docs | Replace documentation with one-off chat answers (we update the docs instead) |
Backup channels
If Matrix itself is down (rare):
| Channel | Use |
|---|---|
Email support@plana.solutions | Anything when Matrix is unavailable |
Email security@plana.solutions | Security issues |
| Phone (Enterprise tier only) | Number in your DPA |
Where to read more
- FAQ — common questions before reaching out
- Known issues — recent stuff already on our radar
- Settings → Team — managing room access