The customer-support inbox. For order-specific issues, account help, returns, quality concerns, billing questions. Different from sales (commercial conversations) and solutions engineering (API integration). Three response channels with published SLAs; pick the one that matches your urgency.
EMAIL · LIVE CHAT · PHONE (BUSINESS HOURS) · PUBLISHED SLA
Routing the question to the right team upfront cuts the back-and-forth dramatically. Quick reference for who handles what:
Pick the channel that matches your urgency. Live chat has the tightest response SLA but only during business hours. Email is the workhorse and 24/7. Phone is reserved for high-value account issues.
Mon–Fri 09:00–18:00 CET. Direct chat with a support engineer. First response within 5 minutes during open hours; resolution often within the same conversation for straightforward issues.
Open live chat →
support@fabrixa.com — 24/7 inbox.
Auto-acknowledged within minutes; first human response within 4 business hours.
Use for issues that can’t resolve in real time and need a paper trail.
Direct phone line for accounts at the Production tier and above (100+ units / month). Reserved for production-blocking issues. Number issued at account level — not posted publicly to keep the line responsive.
Request line access →Standard tier published SLAs. Enterprise tier customers get tighter SLAs in their MSA — including dedicated support manager and 24/7 escalation paths.
First response within 1 business hour. Same-day resolution path. Reserved for issues affecting an active production order or live customer-facing failure.
First response within 4 business hours. Resolution within 1 business day. Examples: damaged shipment, order tracking lost, billing error on active invoice.
First response within 1 business day. Resolution within 2–3 business days. Most account questions, refund processing, 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.
Every Fabrixa unit goes through QC before dispatch. If something arrives with
a defect (print misalignment, finishing flaw, fabric damage, 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 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.
The Fabrixa order_id (starts with ord_) or your internal order_ref. Lets us pull the order record without back-and-forth.
For quality / defect / damage issues: clear photos of the affected unit. The shipping label visible on the parcel for damage claims. JPEG / PNG fine.
What you expected versus what arrived. Helps us scope the issue: production defect, file-prep issue, carrier damage, mis-spec at the order stage.
Live chat and phone channels operate 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.
Portuguese and Spanish public holidays affect production hub availability. Standard EU bank holidays affect support availability. Major holiday windows (Christmas / New Year, Easter, mid-August) announced 30 days ahead via email and dashboard banner.
One inbox, real humans, published SLAs. Sales / commercial questions go to /contact/. Technical / API questions go to solutions engineering.
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