Expert support, right on time

Enhance EmailLabs with additional packages covering technical support, security, and compliance. Get direct access to experienced experts who support integrations, optimize deliverability, conduct audits, and help you meet regulatory requirements. Choose a package that aligns with the scale of your communications and your operational and compliance needs.

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.

Safety & Support Packages

Choose expert EmailLabs support tailored to the scale of your communications and your business needs. Start with the free Basic package, upgrade to Advanced or Professional for faster response times and expanded assistance, or choose Enterprise for fully dedicated, end-to-end operational support.

BASIC ADVANCED PROFESSIONAL

Price
0 EUR / month
70 EUR / month
250 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
Best effort
Up to 4 business hours
Up to 2 business hours
Deliverability support

Technical Account Manager Support


(1 h/month)

(2 h/month)
Ticket escalation

Monthly support summary report


Compliance Package

Basic (once per year)
Extended (once per year)



Schedule a call

Enterprise Safety & Support Package

Enterprise-grade support built for the most demanding organizations. This package is tailored individually, with clearly defined collaboration terms that ensure dedicated involvement from EmailLabs experts, exclusive contact channels, and fast response times for business-critical communications.

ENTERPRISE

Price

1200 EUR / month

Standard communication channels

Email, chat, and phone

Dedicated communication channels

Slack, Jira

Response time
P1 – Critical Priority


The maximum time within which our team will acknowledge your request and begin work on its resolution. The response time is calculated in business hours, on business days.

0.5 business hours

Response time
P2 – High Priority


The maximum time within which our team will acknowledge your request and begin work on its resolution. The response time is calculated in business hours, on business days.

1 business hour

Response time
P3 – Normal Priority


The maximum time within which our team will acknowledge your request and begin work on its resolution. The response time is calculated in business hours, on business days.

2 business hours

Deliverability support


Our experts help maximize the likelihood of your messages reaching recipients’ inboxes. This includes, among other things, campaign analysis, internal testing, and liaising with email service providers and blacklist (RBL) administrators on your behalf.

Campaign support and execution


Our experts assist with the planning, preparation, and execution of campaigns. This includes configuring sending parameters, monitoring the delivery process, and, when required, executing campaigns on your behalf in line with best practices.


(up to 8 campaigns per month)

TAM (Technical Account Manager) Support


Direct consultations with our technical specialists covering integrations, APIs, communication channel performance, and advanced platform features.


(8 hours per month)

Ticket escalation


The ability to contact the Support Team Leader or Support Director directly to assign the highest priority to a ticket in critical situations. Available in the Premium plans.

Monthly support summary report


Each month, you receive a comprehensive summary of your cooperation with our support team. The report includes key metrics such as the number of submitted tickets, response times, and information on completed campaigns.

Review meetings


Regular review sessions with our team during which we analyze ongoing activities, delivery performance, and areas requiring optimization. These meetings enable continuous refinement of your communication strategy and ongoing process improvements.


(1 hour per month)

Deliverability monitoring and reporting


Continuous monitoring of key metrics combined with regular reports analyzing factors that impact deliverability. This enables early issue detection and proactive corrective actions.

Communication and platform audit


A comprehensive review of configuration, sending processes, and communication quality. This includes an assessment of technical settings, compliance with email provider requirements, and campaign effectiveness, along with actionable optimization recommendations.


(once per quarter)

SLA Availability


Guaranteed response and ticket handling times in accordance with the SLA agreement.


(requires a separate agreement; dedicated SLA provisions available at an additional cost)

Dedicated invoicing


Plans below Enterprise:
Ability to add a description to the invoice in a single standard field.

Enterprise:
Ability to add invoice descriptions in dedicated fields, in accordance with the Client’s guidelines.


Compliance Package


An annual allocation of hours dedicated to audits, analyses, and formal support activities (e.g., security questionnaires). These hours can be used at any time throughout the year.
For customers outside the Safety & Support plans, higher rates apply for audits and additional services. Once the included time limit is exceeded, extra hours are billed separately.

Premium (once per year)



Ask about the Enterprise Package

Compliance Packages:
Audits and full regulatory alignment

Use EmailLabs Compliance packages to meet legal requirements, security standards, and the expectations of customers, partners, and auditors. Flexible tiers – from Basic to Premium – let you tailor the scope of audits, documentation, and expert support to your operational scale and level of process maturity.
Basic Package
Included in the Safety&Support Advanced package or available as an add-on service or available as an add-on service (one-time fee: 750 EUR)

A foundational audit of key processes and procedures for organizations that do not require advanced infrastructure or documentation reviews.

Extended Package
Included in the Safety&Support Professional and Enterprise packages or available as an add-on service (one-time fee: 2 000 EUR)

Enhanced compliance support covering technical and formal audits, along with documentation aligned to customer and regulatory requirements.

Premium Package
Available as an add-on service (one-time fee: 5 000 EUR)

End-to-end compliance and audit support for organizations that require priority handling, along with dedicated reports and in-depth analyses.



Compare Compliance Packages

FAQ

No. The Basic plan is free and available to all customers. It includes e-mail and chat support for day-to-day platform usage on business days between 8:00 AM and 6:00 PM (Central European Time). Responses are provided on a best-effort basis.

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

  • Faster ticket response times (Advanced, Professional, Enterprise),
  • Expert support in message deliverability (available from the Advanced plan),
  • Direct phone support and technical consultations (API, integrations) through Technical Account Manager (TAM) services (available from the Professional plan),
  • Advanced services such as campaign execution on your behalf, a dedicated TAM, recurring audits, deliverability monitoring, and available response times under an SLA (Enterprise plan only).

Response times depend on your selected support plan and are measured during business hours on business days:

  • Basic: Best-effort response
  • Advanced: Up to 4 hours
  • Professional: Up to 2 hours
  • Enterprise: Available response times based on ticket priority (SLA):
    • P1 (Critical): Up to 30 minutes
    • P2 (High): Up to 1 hour
    • P3 (Normal): Up to 2 hours

Standard support plans (Basic, Advanced, Professional) operate on business days between 8:00 AM and 6:00 PM (CET). For support outside these hours, please contact our team.

The Enterprise plan additionally provides access to dedicated communication channels for critical incidents, with ticket handling governed by an individual agreement.

The key differences relate to response times and the scope of services. The Professional plan includes:

  • Faster response times (up to 2 hours vs. 4 hours in Advanced),
  • An additional support channel via phone,
  • Extended TAM technical consultations (2 hours per month vs. 1 hour),
  • The ability to escalate critical tickets directly to the Support Leader or Support Director,
  • A monthly support summary report,
  • Access to the extended Compliance Package (once per year).

The Enterprise plan is designed for customers with the most demanding requirements and provides a significantly broader service scope, including:

  • Prioritized and available SLA-based response times (P1–P3),
  • The option to sign a customized SLA agreement,
  • Support with planning, executing, and monitoring campaigns, including campaign execution on the Client’s behalf,
  • Dedicated communication channels (e.g. Slack, Jira) and extended TAM engagement,
  • Recurring audits, deliverability monitoring, and monthly performance summaries.

To discuss a tailored Enterprise offer, please contact our sales team.

The monthly report provides an overview of your cooperation with our support team, including number of submitted tickets, response times, and summary of completed campaigns.

Deliverability Support is designed to maximize inbox placement and includes in-depth analysis of sendings and system logs, internal testing, and direct coordination with e-mail providers, GSM operators, and blacklist (RBL) administrators on your behalf.

Ticket escalation is intended for urgent, business-critical issues where standard response times are insufficient. Available in the Professional and Enterprise plans, this option provides direct access to the Support Leader or Support Director to ensure top priority handling.

Yes. All plans are flexible, and you may upgrade to a higher tier at any time as your needs evolve.

Yes. Selected services – such as e-mail communication audits, dedicated workshops, or Compliance support packages – are available as standalone offerings. Please contact our sales team for a customized quote.

If you require fully customized support, non-standard solutions, or individual SLA terms, please contact our sales team. We will prepare a tailored offer aligned with your specific needs.