SAFR Support Overview
SAFR is committed to providing reliable, responsive support for our integrators and end users. Support is available to customers with a direct support agreement and is structured to match the level of technical complexity involved.
Support Structure
SAFR offers different levels of support depending on the nature of your issue:
Tier | Description | Support Channel |
Tier 1 & 2 | Assistance with setup, configuration, and standard product functionality that is working as documented. | Self-service resources including: SAFR Documentation, Knowledge Base, Training materials |
Tier 3 | When product behavior differs from documented functionality or when additional technical expertise is needed. | Direct support from SAFR technical agents |
Tier 4 | Product defects or advanced issues requiring engineering involvement. | Escalated to SAFR engineering team |
For full tier definitions, please see the SAFR Service Level Agreement (SLA) at https://www.safr.com/sla.
Why We Use a Tiered Model
Our tiered support model helps us serve customers more effectively:
• Faster response times through local integrator support
• Direct access to SAFR experts for complex or product-level issues
• Continuous improvement as our engineering team focuses on innovation and long-term fixes
By partnering with integrators for Tier 1 and Tier 2 support, SAFR can dedicate Tier 3 and Tier 4 resources to deeper technical issues and ongoing product development.
How to Access SAFR Support
You can reach SAFR Support through any of the following channels:
• Email: support@safr.com
• Online Portal: http://support.safr.com (If you need an account, please email support@safr.com)
• Phone: Contact your local support agent (If you don’t have their contact information, email support@safr.com and we’ll connect you.)