Braise Tech Solutions - Support Desk

Submit technical service requests, report system incidents, or monitor current support inquiries directly with our operations team.

Create Support Request

File an incident report, register a technical flaw, or demand an operational infrastructure adjustment. Your request will automatically route straight into our response queue.

Create a New Ticket

Check Ticket History

View notes from our engineering team, check ongoing task resolution status, or supply complementary attachments to existing service files.

View Existing Requests

Our Ticketing Process

Understand what happens to your service request from start to finish with our clear status journey.

Step 1

Ticket Created

Ticket created by the customer under the required category.

Step 2

Ticket Under Evaluation

Ticket is under evaluation by the Braise Team.

Step 2.1 Variant

Resubmit Requirements

Files missing or needs additional information from the client.

Step 2.2 Variant

Meeting Requested

For uncertain requirements or to finalize changes.

Step 3

Ticket Approved

Ticket approved by the Braise Ticket Manager.

Step 3.1 Variant

Work Started

If no payment is required for the task.

Step 3.2 Variant

Invoice Sent / Pending

Invoice sent for requirements / Payment pending.

Step 5

Work in Progress

Ticket is actively being worked on after invoice clearance.

Step 8

Resolved

Ticket issue has been resolved.

Step 9

Closed

Ticket is officially closed.

Our Support Plans

Flexible support plans designed to cover your ongoing needs, with simple, pay-as-you-go options for advanced requests.

To read about various tickets types 1 to 8 ( click here )

Support Plan Details	SLA (Response Timing)	Monthly Included Cap	Covered Without Extra Cost (In-Scope)	Paid Ticket Policy (Out-of-Scope)
Basic Support Plan	7 - 10 Business Days	2 Tickets / Month	• Ticket Types 1 & 2: • Routine image swaps, content updates, general inquiries, and account support.	• In-scope requests are free and covered by your plan. • Out-of-scope requests: Any tasks outside your active Braise product subscription (Ticket Types 3–8) are billed separately.
Professional Support Plan	3 – 5 Business Days + Proactive Maintenance	5 Tickets / Month	• Ticket Types 1 to 5: • Content updates, general inquiries, bug reports, security/access issues, and minor UI/UX refinements. ( Less than 10% design / layout / structure / code changes).	• In-scope requests are free and covered by your plan. • Out-of-scope requests: Enterprise-level tasks (Types 6–8, such as major redesigns, API integrations, and custom development) are billed separately.
Enterprise Support Plan	6 - 12 Business Hours + Dedicated Maintenance	Unlimited / Active Retainer Based	• Types 1 to 8: • Full, comprehensive coverage across all items including major redesigns, API integrations, and custom development.	• All in-scope requests are fully free and covered by your active retainer or custom project. • Out-of-scope requests: Any tasks outside your active Braise product subscription are billed separately.

Our Ticket Types

Explore the different types of support requests available and how they are processed by Braise support team

To read about our various support plan tiers - ( click here )

Ticket Type Details	Product Lines	Description	SLA (Response Timing)*	Creation Permissions & Rules
1. Image Swaps & Content Updates	E-commerce, SaaS, Web, Mobile Apps	Routine content management, text modifications, updating links, and basic media asset changes across web and mobile interfaces.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
2. General Inquiry & Account Support	E-commerce, SaaS, Web, Mobile Apps	Billing clarifications, subscription tier queries, app store download questions, general usage, and account status updates.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
3. Bug Report / Technical Incident	E-commerce, SaaS, AI, Mobile Apps	Reporting software bugs, system crashes, database errors, API connection drops, mobile app crashes, token limit issues, or unexpected layout failures.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
4. Security & Access Issue	E-commerce, SaaS, Web, Mobile Apps	Login/authentication failures, mobile provisioning profile/certificate renewals, permission errors, SSL deployments, or foundational security alerts.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
5. Minor UI/UX Refinement	E-commerce, SaaS, Web, Mobile Apps	CSS adjustments, foundational layout tweaks, or small UI/UX enhancement tweaks where design / layout / structural / code changes are 10% or less.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
6. Major Redesign & Redevelopment	SaaS, AI, Mobile Apps	Full-scale UI/UX overhauls, SaaS/app redevelopment, binary submissions, or any UI/UX adjustments where design / layout / structural / code changes are greater than 10%.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
7. Integrations & Third-Party API	E-commerce, SaaS, Mobile Apps	Payment gateway setups (Stripe/PayPal), in-app purchase configurations, REST/GraphQL API hookups, and webhook data syncs.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately
8. Custom Software Development	Custom Dev, AI, Mobile Apps	Building entirely new custom SaaS features, custom AI RAG pipeline setups, new native mobile features (Swift/Kotlin/React Native), infrastructure provisioning, and compliance wipes.	Basic Plan: 7–10 DaysProfessional Plan: 3–5 DaysEnterprise Plan: 6–12 Hours	• This Ticket Type can be created by any tier user • Out of Scope request are billed separately

*All SLA response timers start immediately after ticket approval by Braise (or upon budget/payment clearance for out-of-scope Paid Tickets). + Proactive/Dedicated Maintenance included where applicable.