For all of our commercial plan users we offer a "Basic Support" option included in the subscription. This includes:
- Email support
- 3 business day support response time*
- 99.5% API uptime (best effort)
- Ability to view current API status on our status page.
*We make an effort to respond to all inquiries via email within 3 business days. Please allow additional time for complex requests. Response priority will be given to users based on plan level.
Additionally, we offer upgraded support options for users, and organizations that require a higher level of support/availability. There are two options available:
- Everything included in the "Basic Support" level +
- Outage notifications for outages or reduced API availability exceeding 30 minutes
- 1 business day support response time
The price for the "Priority Support" option is $100/mo (billed separately)
- Everything included in the "Priority Support" level +
- 1 day response time (including weekends / holidays / off-hours)
- Detailed responses from technical support staff for complex requests†
- Outage notifications for outages or reduced API availability exceeding 15 minutes
- Emergency support request escalation
- Limited or Basic Technical Advice*
The price for the "Premium Support" option is $500/mo (billed separately).
†Please allow additional time for complex requests.
*Technical advice limited to basic inquiries. We reserve to reject any technical advice request that exceeds a basic complexity - or development requirement exceeding 15 minutes per month. The 1 day response time guarantee does not apply to these kinds of requests.
Contact us if you would like to add either the "Priority" or "Premium" support levels to your subscription.