Availability & scope of service
This is an extra feature that is available in case the bigger customer requires a dedicated person and it’s only available for the highest plan (All-inclusive) with an additional fee of 1000€/month.
Dedicated support scope
Dedicated single point of contact
You’ll have a dedicated support agent, who you’ll know by name, dedicated to you and your business, which you can reach out to at any time.
You will also have access to a unique chat button that will enable you to reach your dedicated agent directly. You will also have access to their calendar and be able to schedule a call with them.
Priority access to senior agents
If you need advanced support, we’ll immediately route you to a 2nd level technical agent who has experience handling complex technical issues.
Review calls
You can book a call with your dedicated support agent for assistance, feature training, or brainstorming implementation changes to the system.
Dedicated support agent availability
Apart from 24/7 chat support on our website and standard email support, you will gain:
- Dedicated chat support from 9:00 A.M. to 5:00 P.M. CET Monday – Friday
- Calls received out of office hours will be forwarded to a voicemail, and we’ll do our best to call back/take action ASAP.
- Dedicated email support from 9:00 A.M. to 5:00 P.M. CET Monday – Friday
- We will collect emails received outside of office hours; however, we can guarantee no action until the next working day.
- Dedicated call support: You can book a call with your dedicated support agent based on their calendar availability.
VIP SLA response times
| Severity | Definition | Targeted Initial Response Times | Targeted Follow-up Response Times |
| Severity 1 Critical | Service is down or unavailable. The situation halts customer business operations, and no procedural workaround exists. | 1 hour or less. | 4 hours or less. Support agents will work with our admins to restore the service as soon as possible. |
| Severity 2 High | Significant performance degradation. Cloud services are operational but exhibit highly degraded performance to the point of significant impact on usage. | 1 hour or less. | 4 hours or less. Support agents will work with our admins to restore the service as soon as possible. |
| Severity 3 Standard | A partial loss of cloud services with an impact on customer business. For example, new emails are not being fetched, or a specific integration is not working. | 2 business hours or less. Your dedicated agent will initiate contact within 1-2 hours, typically right away. | 2 business days or less Your dedicated agent will handle all communication and keep you in the loop. |
| Severity 4 Bugfix | Inquiry regarding a bug (a non-critical issue). For example, you’re experiencing a specific malfunction when using LiveAgent (e.g., a specific rule condition does not work or similar). | 1 business day or less Your dedicated agent will contact you within 24 hours, typically right away. | Your dedicated agent will handle all communication and keep you in the loop. |
| Severity 5 Request | Request for a setup consultation, new feature suggestion, or any other question for our support. For example, setting up automation rules, consulting a use case, asking about a feature, or similar. | 1 business day or less. Your dedicated agent will contact you within 24 hours, typically right away. | Your dedicated agent will handle all communication and keep you in the loop. |
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