Enhance MessageFlow 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.
Expert support,
right on time
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.
Safety & Support Packages
Choose expert MessageFlow 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.
| Price | | | |
| Communication channels | Email and chat | Email and chat | Email, chat, and phone |
| Availability | | | |
| Response time The maximum time in which our team will acknowledge your request and start working on a solution. The time is measured during our standard business hours. | | | |
| Deliverability support Our experts help maximize the chances of your messages reaching inboxes. This includes, among others, campaign analysis, internal tests, and contacting mailbox providers or RBL administrators on your behalf. |
|
|
|
| Technical Account Manager Support Direct consultations with our technical specialists regarding integrations, API, communication channels, or more advanced platform features. |
|
|
|
| Ticket escalation Direct access to the Leader or Director of Support to prioritize your request in critical situations. Available only in Premium plans. |
|
|
|
| Monthly support summary report Each month you receive a summary of your cooperation with our support team. The report includes key data such as number of tickets, response times, and information about completed campaigns. |
|
|
|
|
| Basic (once per year) | Extended (once per year) |
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 MessageFlow experts, exclusive contact channels, and fast response times for business-critical communications.
| Price | |
| Standard communication channels | Email, chat, and phone |
| Dedicated communication channels | |
| Response time 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 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. | |
| Response time 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. | |
| 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. |
|
| TAM (Technical Account Manager) Support Direct consultations with our technical specialists covering integrations, APIs, communication channel performance, and advanced platform features. |
|
| 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. |
|
| 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. |
|
| Dedicated invoicing Plans below Enterprise: Ability to add a description to the invoice in a single standard field. |
|
| 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)
|
Compliance Packages:
Audits and full regulatory alignment
Use MessageFlow 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
For customers with an active Safety & Support plan, these activities are covered under the package (one-time annual limit). Once the limit is exceeded, standard hourly billing applies.
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
For customers with an active Safety & Support plan, these activities are covered under the package (one-time annual limit). Once the limit is exceeded, standard hourly billing applies.
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.
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.
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.
Haven’t found the answer to your question?
If you have any other questions on your mind or would like to figure out which plan best suits your needs, just contact us!