Contact support — how to reach the Journalify team

Support channels

• Email — [email protected] (all plans)
• In-app chat — bottom-right of every page (Pro and Enterprise)
• Phone — +971 50 000 0000 (Enterprise only, 24/7)
• Dedicated CSM — Slack or Teams (Enterprise only)

Response times by plan

• Starter — within 1 business day (UTC+4)
• Professional — within 1 business hour during business hours; same business day otherwise
• Enterprise — within 30 minutes 24/7 for sev-1, 1 business hour for sev-2

How to file a great support request

1. Tell us what you expected vs what actually happened.
2. Include the URL of the page where the issue occurred.
3. Include the article ID, media ID, or user ID where relevant.
4. Attach a screenshot or screen recording (drag-and-drop into the email).
5. If applicable, include the timestamp (with timezone) when the issue occurred.

Severity guidelines (Enterprise)

• Sev-1 — Site is down or critical functionality unavailable
• Sev-2 — Significant feature degraded; workaround exists
• Sev-3 — Minor issue; doesn't block work
• Sev-4 — Question or feature request