A Support Pack (SP) defines the level of technical support, response priority, and access your organization receives after purchasing our platform.
Each Service Pack is designed to match different operational needs — from standard day-to-day assistance to mission-critical, high-touch support.
Your selected SP determines:
How quickly we respond
How your requests are prioritized
The support channels available to you
Whether issues are escalated directly to engineering or managed by a dedicated lead
You can choose the Service Pack that best aligns with your usage intensity, internal technical capacity, and business criticality.
SP1 – Standard Support
Best for organizations with light usage and non-urgent support needs.
SP2 – Enhanced Support
Ideal for growing teams that need faster turnaround and higher queue priority.
SP3 – Escalation to Engineering
Designed for institutions where uptime and rapid issue resolution are essential.
SP4 – Assigned Account Manager / Lead
Built for mission-critical deployments requiring same-day response and a dedicated point of contact.
⏱ Response times apply during business hours
📩 All plans include email and ticket-based support
🚦 Higher SPs receive priority handling and faster escalation
🔁 Service Packs can be upgraded as your needs grow