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Support Plans

Each product plan ships with a support tier — Starter with Standard, Growth with Priority, Enterprise with Dedicated. The first-response targets below are the same ones published in the Service Level Agreement.

Support tiers: Standard · Priority · Dedicated
Fastest urgent response: 2 hours (Dedicated)
Response targets: Published in the SLA

Feature	Standardwith Starter	Prioritywith Growth	Dedicatedwith Enterprise
Response — Urgent	8 business hours	4 business hours	2 hours
Response — High	2 business days	8 business hours	4 business hours
Response — Medium	3 business days	2 business days	1 business day
Response — Low	5 business days	5 business days	3 business days
Channels	ticket	ticket, chat	ticket, chat, phone
Named account contact	—	—	Yes
Onboarding included	—	Yes	Yes
Custom SLA available	—	—	Yes

First-response targets are business-hours-based (Mon–Fri, 8:00–17:00 EAT); Standard is the guaranteed baseline, with Priority and Dedicated faster. These targets are also published in the Service Level Agreement.

Standard

Response — Urgent: 8 business hours
Response — High: 2 business days
Response — Medium: 3 business days
Response — Low: 5 business days
Channels: ticket
Named account contact: —
Onboarding included: —
Custom SLA available: —

Priority

Response — Urgent: 4 business hours
Response — High: 8 business hours
Response — Medium: 2 business days
Response — Low: 5 business days
Channels: ticket, chat
Named account contact: —
Onboarding included: Yes
Custom SLA available: —

Dedicated

Response — Urgent: 2 hours
Response — High: 4 business hours
Response — Medium: 1 business day
Response — Low: 3 business days
Channels: ticket, chat, phone
Named account contact: Yes
Onboarding included: Yes
Custom SLA available: Yes

Which plan is right for you

Standard

Single-branch pilots and small teams (ships with Starter).

Priority

Multi-branch live operations (ships with Growth).

Dedicated

Deposit-taking institutions with strict uptime needs (ships with Enterprise).

Read the Service Level Agreement →

Frequently asked questions

How is this different from the Pricing page?

Pricing lists the product subscription plans (Starter/Growth/Enterprise). Each plan ships with its matching support tier — Starter with Standard, Growth with Priority, Enterprise with Dedicated — and this page details what each support tier includes.

Are these response times contractual?

Yes — the same first-response targets per severity are published in the Service Level Agreement (Section 6). Standard is the guaranteed baseline; Priority and Dedicated receive faster targets.

Is a custom SLA available?

Yes, at the Dedicated tier a custom SLA can be arranged.

Do all tiers include onboarding support?

Guided onboarding is included at the Priority and Dedicated tiers; the Standard tier covers self-guided setup with documentation.

How do I upgrade my support tier?

Move to the product plan that includes it (see Pricing), or contact support or your account contact.

Talk to us about your support needs →