Support

We help you get our products running and keep them running. This page explains how to reach us, what to expect, and where to find product-specific help.

How to reach us

Email — support@malachis.eu

Include a description of the issue, the product and the tenant it affects, and where possible the steps to reproduce it, along with any screenshots or error messages. The more precise the description, the faster the diagnosis.

Customer portal — portal.malachis.eu

Raise and track requests, see their status and history, and reach product documentation and the knowledge base.

Verified request form — where we make one available for a product, it confirms your email address before the request is accepted, so you can reach us without a portal account.

When we are available

Monday to Friday, 09:00–17:00 Central European Time (CET/CEST), excluding Czech public holidays.

Requests arriving outside these hours are logged and treated as received at the start of the next business day.

We provide support in Czech and English.

What support covers

Standard support for each product covers:

diagnosis and correction of reproducible defects in the components we provide;
help with activation and standard onboarding;
questions about configuration and about how the product is intended to work;
handling of incidents affecting our components, under the priority model in our service levels.

Consulting, solution design, customisation, bespoke development, data migration beyond standard onboarding, and training beyond the onboarding session are separately agreed services rather than support.

Our products run inside your own Microsoft 365 tenant, so the availability and performance of the Microsoft services and of your tenant configuration are outside our control. Our service levels reflect that.

Response targets

Priority	What it means	Initial response
P1 — Critical	A component is wholly unavailable or unusable with no workaround, preventing core use of the product	4 business hours
P2 — High	A major function is significantly degraded or unavailable, but the product is partly usable or a limited workaround exists	1 business day
P3 — Medium	A minor defect with a reasonable workaround and limited operational impact	2 business days
P4 — Low	Cosmetic issues, questions, how-to enquiries and minor change requests	3 business days

Response targets apply where your plan includes them. Full terms, including resolution targets, exclusions and service credits, are in the Service Level Agreement and Support Terms.

A product or tier provided free of charge is supported on a best-effort basis, without service levels.

Product support

Each product has its own support page with setup guidance, known issues and frequently asked questions:

Before you send a support request

Please include no more personal data than is necessary. Screenshots, exports and diagnostic files often contain more than the issue requires.

The content of a support request is processed on your behalf under our Data Processing Agreement. How we handle the request record itself is described in our Privacy Policy.

Contact

Malach IS s.r.o. B. Němcové 690/2, 664 34 Kuřim, Czech Republic

Support: support@malachis.eu General enquiries: info@malachis.eu Telephone: +420 739 142 429