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.

Within the customer service manager software, 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.

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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 Severity 1 Critical	Definition Service is down or unavailable. _{The situation halts customer business operations, and no procedural workaround exists.}	Targeted Initial Response Times 1 hour or less.	Targeted Follow-up Response Times 4 hours or less. _{Support agents will work with our admins to restore the service as soon as possible.}
Severity Severity 2 High	Definition Significant performance degradation. _{Cloud services are operational but exhibit highly degraded performance to the point of significant impact on usage.}	Targeted Initial Response Times 1 hour or less.	Targeted Follow-up Response Times 4 hours or less. _{Support agents will work with our admins to restore the service as soon as possible.}
Severity Severity 3 Standard	Definition 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.}	Targeted Initial Response Times 2 business hours or less. _{Your dedicated agent will initiate contact within 1-2 hours, typically right away.}	Targeted Follow-up Response Times 2 business days or less _{Your dedicated agent will handle all communication and keep you in the loop.}
Severity Severity 4 Bugfix	Definition 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).}	Targeted Initial Response Times 1 business day or less _{Your dedicated agent will contact you within 24 hours, typically right away.}	Targeted Follow-up Response Times _{Your dedicated agent will handle all communication and keep you in the loop.}
Severity Severity 5 Request	Definition 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.}	Targeted Initial Response Times 1 business day or less. _{Your dedicated agent will contact you within 24 hours, typically right away.}	Targeted Follow-up Response Times _{Your dedicated agent will handle all communication and keep you in the loop.}

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