Expert support, always on time

Choose the level of technical support that fits your business needs and the scale of your operations.

Benefits of extended support

Basic support is always there for you. If you need greater involvement from our team, we offer support packages with priority handling, additional contact channels, and personalized guidance.

Tailored to your needs

Select a support level based on your company size, business model, and desired response times.

Faster response times

Extended plans provide priority access to our team and quicker resolution of requests.

More contact channels

Gain additional ways to reach our team, including Slack, JIRA, or dedicated communication paths.

Flexible terms

For larger organizations, we offer a custom support plan with tailored scope, channels, and collaboration models.

Support Plans

Check out the available options and choose what best suits your needs.

BASIC

ADVANCED

PROFESSIONAL

Price

0 EUR / month

80 EUR / month

345 EUR / month

Communication channels

Email and chat

Email and chat

Email, chat and phone

Availability

Business days 8:00 AM – 6:00 PM (CET)

Business days 8:00 AM – 6:00 PM (CET)

Business days 8:00 AM – 6:00 PM (CET)

Response time



The maximum time in which our support team will take over your ticket and begin handling it. Measured only during business hours on working days.

Best effort

Up to 8 business hours

Up to 6 business hours

Deliverability support



Experts analyze your mailings to maximize inbox placement. This includes audits and internal tests as well as direct contact with mailbox providers and RBL administrators on your behalf.







TAM (Technical Account Manager) support



Consultations with technical specialists covering integrations and APIs, communication channel configuration, and advanced platform functionalities.







1 hour / month

Ticket escalation



In critical situations, a ticket can be escalated directly to a Support Lead or Director, ensuring the highest priority. 







Monthly support summary report



A monthly overview of collaboration with support, including the number of tickets, average response times, and the status of completed campaigns.
 
 









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Premium Support Packages

For companies with unique requirements, we provide enhanced support options, including additional contact channels, a dedicated specialist, strategic guidance, and direct access to the tech team. Contact our sales department to choose a plan that fits your needs.



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FAQ

Have questions about our support plans? Check out answers to the most common issues raised by our clients.

No. The Basic plan is included at no extra cost for every customer. It provides support via email and the application on business days between 8:00–18:00.

A paid plan is recommended if you need any of the following:

  • guaranteed and shorter response times,
  • expert consultation on deliverability,
  • phone support or technical assistance with API and integrations (Professional),
  • advanced services such as campaign execution, audits, or an Emergency Number (Premium).

Response times vary by plan:

  • Basic – best effort (no guaranteed SLA),
  • Advanced – within 8 business hours,
  • Professional – within 6 business hours,
  • Premium – from 1 to 4 business hours, depending on priority.

Basic, Advanced, and Professional plans are available Monday–Friday, 8:00–18:00. Premium plans provide additional contact options for critical issues through the Emergency Number.

Professional offers:

  • shorter response times (6h vs. 8h),
  • an additional communication channel (phone),
  • 1 hour of technical support per month.
  • a monthly support activity report.

Premium is designed for organizations with the highest requirements. Compared to Professional, it provides:

  • prioritized response times (as fast as 1h),
  • the option to sign a formal SLA,
  • support for campaign execution and monitoring,
  • Emergency Number for critical incidents,
  • dedicated communication channels (e.g., Slack, JIRA),
  • an assigned account manager and regular audits with advanced reporting.

Direct consultation with technical experts, covering:

  • onboarding of new channels (Email, SMS, Push, RCS),
  • advanced platform configuration,
  • integration support with your systems.

Analysis and optimization of your email performance to maximize inbox placement, including:

  • internal testing and audits,
  • configuration recommendations,
  • direct contact with mailbox providers and RBL administrators on your behalf.

Escalation is reserved for critical situations where the issue has a significant impact on operations and standard response times are insufficient. In Premium plans, this means direct access to a Support Lead or Director, who will assign top priority to your case.

Yes. You can upgrade to a higher plan at any time if your needs increase.

Yes. Selected services, such as deliverability audits, compliance consulting, or technical workshops, can be purchased separately. The sales team will prepare a tailored offer.

We can design a fully customized support plan, including bespoke SLAs, scope, and procedures. Contact our sales team for an individualized proposal.