Included
Basic
Tickets, email, and the Help Center. The plan every account starts on.
Basic is included. Upgrade anytime for live support and a faster first response. Clocks run only during support hours — not 24/7.
Tickets, email, and the Help Center. The plan every account starts on.
Phone and video during support hours, with a shared success team.
A priority line and a named success manager for go-live and quarterly reviews.
We confirm receipt, assign a severity, and say when the next update is. Restore is not contracted. The same outage is one incident, even if it arrives as twenty emails.
Production is unavailable, users cannot log in, or there is data loss or a security concern.
A major feature is not working, but a workaround exists.
How-to questions, configuration, or an issue affecting a single user.
| Basic (included) | Standard | Premier | |
|---|---|---|---|
| Channels | Tickets and support email | Tickets, email, live support (phone and video) | Tickets, email, priority live support (phone and video) |
| Urgent first response | Next business day | 4 business hours | 1 business hour |
| High first response | Next business day | 8 business hours | 4 business hours |
| Standard first response | Next business day | Next business day | 8 business hours |
| Named contacts | Any platform admin | Up to 3 | Up to 10, plus executive escalation |
| Customer success | Help Center | Shared success team, kickoff, 90-day review | Named success manager, quarterly reviews, go-live support |
| Annual fee | Included | 15% of annual license, min $6,000 | 20% of annual license, min $18,000 |
Support is billed as a separate line from the software subscription.
SSO, imports, and standing up the tenant are their own project. Kickoff and go-live on a support plan are the handshake, not the build.
Accreditation, licensure, and regulatory consulting is a separate project.
Custom work and help outside support hours is $200/hour or a scoped project.
Want faster response? Talk to us about an upgrade.