Support that keeps your global content moving

When your teams are shipping multilingual experiences at scale, you need answers fast. Dragomano Support is built for translation and localisation workflows—helping you resolve issues quickly, keep projects on track, and deliver consistent quality across every market.

Support tiers at a glance

From fast email help to 24/7, SLA backed coverage—choose the level that fits your team.

Essential

Included with all plans

Perfect for small teams getting started.

Channels:

Email support, Help Center, product guides, status page

Coverage:

Business hours (regional)

Target response:

Within 1 business day

Included:

Release notes, incident updates, access to community tips

Standard

For growing teams that need quicker turnarounds.

Channels:

Email + in-app messaging

Coverage:

Business hours (extended)

SLA response targets:

P1 Critical: ≤ 4 business hours
P2 High: ≤ 8 business hours
P3 Normal: 1 business day
P4 Low: 2 business days

Included:

Priority queueing, guided troubleshooting, connector setup guidance

Premium

Popular

For fast-moving orgs running multiple concurrent localisation projects.

Channels:

Email, in-app messaging, scheduled screen share/Zoom

Coverage:

24×5 (weekdays)

SLA response targets:

P1 Critical: ≤ 1 hour (24×5)
P2 High: ≤ 4 hours
P3 Normal: 1 business day
P4 Low: 2 business days

Included:

Onboarding workshop, quarterly health check, prioritized bug handling

Enterprise

Mission Critical

For mission-critical, always-on global content operations.

Channels:

Email, in-app, phone/Teams

Coverage:

24×7

SLA response targets:

P1 Critical: ≤ 30 minutes (24×7)
P2 High: ≤ 2 hours
P3 Normal: ≤ 8 business hours
P4 Low: 1 business day

Included:

Technical Account Manager, incident postmortems & RCA, release readiness reviews, roadmap briefings

Response SLA Note

Response SLAs are time to first human response. Resolution times vary by issue complexity; Premium and Enterprise include expedited engineering escalation.

What we support

Dragomano platform & dashboard

Project setup, workflows, roles/permissions, and quality controls.

Connectors & integrations

CMS, design, code, and repository pipelines for continuous localisation.

API & webhooks

Authentication, rate limits, request patterns, and best practices.

File formats & CAT tooling

Localisation file handling (e.g., JSON, YAML, XLIFF), segmentation, and TM usage.

Security & access

SSO/SAML, SCIM provisioning, audit events, and environment configuration.

Severity definitions

Critical

Service outage, severe degradation, or security incident with no workaround; work is blocked.

High

Major feature impaired or workflow degraded with a limited workaround.

Normal

Standard defect, usability issue, or configuration assistance.

Low

General questions, optimization advice, or feature requests.

Onboarding & enablement

Premium & Enterprise

Comprehensive support to get you up and running efficiently

Personalized onboarding and project setup

Get tailored guidance to configure your workspace and projects for optimal workflow efficiency.

Localisation engineering best practice reviews

Expert analysis of your current setup with recommendations for improved efficiency and quality.

Quarterly health checks and optimization recommendations

Regular assessments to ensure your localisation processes continue to perform at their best.

Change management and release readiness sessions

Strategic support for major updates, new feature rollouts, and release planning.