Support Plans
Support plans that meets every customer's needs. Start for free, or customize your plan to meet your company's needs.
Coach+
USD
Per month
Extended work hours: Monday-Friday, 7am to 7pm
Response time up to: 8 hours for critical issues
Business
USD
Per month
Always on standby: Monday-Sunday, 24x7
Response time up to: 4 hours for critical issues
Additional phone support
Technical account manager available*
First Class
USD
Per month
Always on standby: Monday-Sunday, 24x7
Response time up to: 1 hour for critical issues
Additional phone support
Dedicated conversation channel
Dedicated escalation
Technical account manager available*
Private
Custom
Always on standby: Monday-Sunday, 24x7
Response time up to: 1 hour for critical issues
Additional phone support
Dedicated conversation channel
Dedicated escalation
Dedicated technical account manager
Comparison
Name
Coach
Coach+
Business
First Class
Private
Support days
Monday-Friday
Monday-Friday
Monday-Sunday
Monday-Sunday
Monday-Sunday
Support times
?
9AM - 5PM
7AM - 7PM
24x7
24x7
24x7
First Response Time
Coach
Coach+
Business
First Class
Private
Priority 1
?
12 hours
8 hours
4 hours
1 hours
Custom SLA
Priority 2
?
24 hours
12 hours
8 hours
4 hours
Custom SLA
Priority 3
?
48 hours
24 hours
12 hours
8 hours
Custom SLA
Features
Coach
Coach+
Business
First Class
Private
Email support
Phone support
—
—
Dedicated conversation channel
?
—
—
—
Dedicated escalation
—
—
—
Technical account manager
?
—
—
Option
Option
Additional offerings
Coach
Coach+
Business
First Class
Private
Technical account manager
?
—
—
Yes
?
Yes
?
Executive sponsor
—
—
—
Training hours (per year)
—
4 hours
8 hours
16 hours
32 hours
Support QBR
—
—
—
Priorities
First Response Time
Trigger
First Response Time
Priority explanations
Priority 1
Business Critical
Based on support plan
Severe Business Impact
?
Priority 2
Degraded Service
Based on support plan
Big Business Impact
?
Priority 3
General Issue
Based on support plan
Minor Business Impact
?