01
Email
Always open. Tracked by ticket.
support@fabrixa.com — a ticketed inbox. Auto-acknowledged within minutes; first human response within 4 business hours. Every issue gets a ticket and a paper trail.
Resources · Support
Order issues, account help, quality concerns. Real humans.
The customer-support inbox. For order-specific issues, account help, returns, quality concerns and billing questions. Different from commercial questions — volume, pricing and contracts — and from solutions engineering, which handles API integration. One ticketed channel with a published SLA, and a priority path when production is on the line.
First — route the question
Three teams, three different inboxes.
Routing the question to the right team upfront cuts the back-and-forth dramatically. A quick reference for who handles what:
My order is delayed, missing or arrived damaged
Support
A unit has a print or finishing defect
Support
I need to update my account billing information
Support
I have a question about volume-tier pricing or payment terms
I need a Master Supply Agreement template or contract review
I want to set up a new account or become a customer
My API integration is returning errors I can’t resolve
I need a build API key
My webhook signatures are failing verification
I want to suggest a knowledge-base article
Support
Support channel
One inbox, tracked by ticket — and a priority path.
Everything runs through the ticketed inbox, so nothing gets lost and every issue has a paper trail. Production-blocking issues jump the queue; Enterprise accounts have their own escalation paths.
02
Priority escalation
For production-blocking issues.
Mark the email subject [CRITICAL] when an active production order or a live customer-facing flow is affected. Critical tickets get a first response within 1 business hour and a same-day resolution path.
03
Enterprise MSA
Contracted, tighter SLAs.
Enterprise customers get tighter SLAs in their Master Supply Agreement — a dedicated support manager and priority escalation paths. If you’re on an MSA, use the contacts in your agreement first.
Not sure whether your issue is support, commercial or engineering? Route it with the table above — or talk to our team and we’ll get it to the right person.
Response SLAs
What to expect, by ticket priority.
Standard-tier published SLAs. Enterprise-tier customers get tighter SLAs in their MSA — including a dedicated support manager and priority escalation paths.
Critical
Production-blocking
First response within 1 business hour, with a same-day resolution path. Reserved for issues affecting an active production order or a live customer-facing failure.
High
Significant impact
First response within 4 business hours; resolution within 1 business day. Examples: a damaged shipment, order tracking lost, a billing error on an active invoice.
Standard
General questions
First response within 1 business day; resolution within 2–3 business days. Most account questions, refund processing and knowledge-base gaps.
For genuine production-blocking emergencies, mark the email subject [CRITICAL]. The escalation path is reserved for actual emergencies — abuse blunts the channel for the customers who need it.
Returns & quality
Defect or damage policy.
Print or finishing defect
We reproduce or refund.
Every Fabrixa unit goes through QC before dispatch. If something arrives with a defect — print misalignment, a finishing flaw, fabric damage, the wrong size cut — contact support within 30 days of delivery with photos and the order_id. We reproduce the affected units at no charge or refund the unit cost, whichever your customer prefers.
Carrier-damaged shipments
We handle the carrier claim.
Carrier-damaged shipments are handled separately — we file the carrier claim and bridge the customer experience while the claim resolves. You don’t deal with the carrier directly.
What to include
Save the round-trip. Send these on first contact.
Including these details upfront moves the response from “can you tell us more” to “here’s what’s wrong” in one fewer email cycle.
01
order_id
The Fabrixa order_id (it starts with ord_) or your internal order_ref. Lets us pull the order record without back-and-forth.
02
Photo evidence
For quality, defect or damage issues: clear photos of the affected unit, plus the shipping label visible on the parcel for damage claims. JPEG or PNG is fine.
03
Expected vs actual
What you expected versus what arrived. Helps us scope the issue — production defect, file-prep issue, carrier damage or a mis-spec at the order stage.
Business hours
When the channels are staffed.
Hours
Mon–Fri 09:00–18:00 CET.
The support team is staffed during business hours. Tickets opened outside business hours are queued for the next morning’s first triage. Critical-severity tickets get same-day attention regardless of hour.
Holidays
EU public holidays observed.
Portuguese, Spanish and Dutch public holidays affect production-hub availability, and standard EU bank holidays affect support availability. Major holiday windows — Christmas and New Year, Easter, mid-August — are announced 30 days ahead via email and a dashboard banner.
Still looking for an answer? The knowledge base and FAQs resolve most questions without a ticket — and the Platform Guide walks through every screen in the dashboard.
Reach out
support@fabrixa.com
One inbox, real humans, published SLAs. Commercial questions go to /contact/. Technical and API questions go to solutions engineering.