Support channel
Every PLANA Business Cloud workspace gets a private Matrix room where PLANA staff and your team talk directly. It is the fastest way to reach us — faster than email, faster than ticket forms.
How to open the support room
| From PLANA Business Cloud | Click your avatar (top right) → Support | | From BOS | Avatar → Support → Open Matrix room | | Direct URL | https://chat.planapulse.com → pick #support-<your-workspace> |
The room opens in a new tab at chat.planapulse.com. You may be prompted to sign in to Matrix the first time — same PLANA SSO credentials.
Who's in your room
- Your team — workspace owner + admins automatically; members on request
- PLANA staff — your account manager, our on-call engineer, and a rotating second-line for after-hours
The room is private. Other PLANA customers cannot see your conversations.
When to use it
| Situation | Use the room |
|---|---|
| Something broke in PLANA Business Cloud or BOS | Yes — fastest path |
| You spotted an unexpected alert | Yes |
| A question about your subscription | Yes |
| A feature request | Yes |
| You need a backup restored | Yes |
| You need to escalate a security concern | Mention here; we'll move to email for details |
| You want to talk about a new module / customisation | Yes |
| You need a printable invoice from us | Faster: Settings → Billing in BOS |
| You want to negotiate the DPA / contract | Email legal@plana.solutions |
Response times (SLA)
| Severity | Starter | Pro | Enterprise |
|---|---|---|---|
| Critical (production down for your team) | 1 business day | 4 business hours | 1 hour, 24/7 |
| High (significant feature broken) | 2 business days | 1 business day | 4 business hours |
| Normal (question, minor bug) | 5 business days | 2 business days | 1 business day |
| Feature request | 5+ business days | 5 business days | 5 business days |
PLANA staff are based in Sofia (UTC+2 / UTC+3). Business hours are Mon-Fri 09:00–18:00 EET / EEST. Outside business hours, Critical requests go to our on-call engineer (Enterprise tier and Pro tier with on-call add-on).
What we ask you to include
A useful first message includes:
- Workspace — slug or URL
- Where in PLANA you were — the screen / app
- What you tried — the action you took
- What you expected — the result you wanted
- What happened — the error message or wrong result
- Screenshot if there's anything visual
- Urgency — does this block your business, or is it minor?
The clearer the report, the faster the resolution.
What we'll do
- Investigate — read logs, reproduce, ask follow-up questions
- Communicate — keep you informed during a longer fix
- Escalate — bring in specialists (database, AI, networking) as needed
- Resolve — fix the immediate issue + identify the root cause
What we won't do without confirmation
- Modify your business data without your written go-ahead
- Restore over current data without an unambiguous "yes, replace prod"
- Disable security features (2FA, audit, etc.) without acknowledging the impact in writing
- Make policy changes that affect your subscription unilaterally
Backup channels
If Matrix itself is down (rare — about 1 day in the last 18 months):
| Channel | Use |
|---|---|
Email support@plana.solutions | Anything when Matrix is unavailable |
Email security@plana.solutions | Security-specific issues |
| Phone (Enterprise tier only) | Number in your contract |
After-hours
For Enterprise tier 24/7 coverage:
- Mention the magic word "P0" at the start of your message
- The on-call engineer is paged via PagerDuty
- A first response should be on the room within the response SLA
Use P0 sparingly — it's for true production-down incidents. Misuse trains us to deprioritise the next one.
Outside scope of support
We support PLANA itself. We do not provide:
- Bookkeeping or accounting advisory (use your accountant)
- Custom Odoo development (separate billable engagement)
- Free training (we provide written documentation; live training is available as a paid service)
- Third-party software support (your bank's PSD2 issues, your courier's API, etc. — we can help debug from our side)
Where to read more
- BOS → Matrix room — the BOS-side view
- Subscription and tier — your SLA tier
- Known issues — many "is this normal?" questions are answered here before you ask