Expert support,
always on time

A paid support plan is for you if you need at least one of the following:

• Guaranteed and shorter response times.
• Expert deliverability support for your mailings.
• Direct phone contact or technical support for API and integrations (in the Professional plan).
• Advanced services such as campaign support, a dedicated account manager, account audits, or an Emergency Number (in Premium plans).

Response times vary depending on the selected plan:

• Basic – “best effort,” with no guaranteed response time.
• Advanced – up to 8 business hours.
• Professional – up to 6 business hours.
• Premium – priority-based response times, ranging from 1 to 4 business hours for the highest-priority issues.

Standard support plans (Basic, Advanced, Professional) are available on business days from 8:00 AM to 6:00 PM (Central European Time). If you require support outside these hours, please contact us. Selected Premium plans offer critical support via a dedicated Emergency Number.

The main differences lie in response times and available services. By upgrading to the Professional plan, you gain:

• Shorter response times (reduced from 8 to 6 hours).
• An additional phone support channel.
• One hour of technical support per month.
• A monthly summary report of support activities.

You can use dedicated consultations with a specialist or commission the design of an RCS campaign. The number of support hours depends on the purchased package. Support can take the form of email consultations, phone calls, or video conferences.

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.

Premium plans are designed for the most demanding clients. Compared to the Professional plan, they offer features such as:

• Significantly shorter, prioritized response times (as fast as 1 hour).
• The option to sign an SLA.
• Support in executing and monitoring campaigns.
• Critical situation support via an Emergency Number.
• Dedicated communication channels (e.g., Slack, Jira) and a dedicated account manager.
• Regular account audits and advanced reports (infrastructure, billing).

If you are interested in a custom Premium offer, please contact our Sales Team

This provides direct access to consultations with our technical experts. Their assistance covers, among other things, launching new communication channels (e.g., Email, SMS, Mobile Push, RCS), advanced platform configuration, and expert guidance on the process of integrating your systems with MessageFlow.

This service helps maximize the chance of your emails reaching inboxes. It includes detailed campaign analysis, internal tests, and contacting mailbox providers or RBL administrators on your behalf.

Ticket escalation is designed for critical and urgent situations where the standard response time is not sufficient, and the issue has a significant impact on your business operations. This option (available in Premium plans) provides direct access to the Leader or Director of Support to assign the highest priority to your case.

Yes, our plans are flexible. You can upgrade to a higher plan at any time if your needs increase.

Yes, some services—such as an email communication audit, extended compliance support, or dedicated workshops—may be available as standalone services. If you are interested in a specific element of our offer, please contact our Sales Team.

If you need fully customized support, individual SLA terms, or non-standard solutions, please contact our Sales Team. We will prepare a tailored offer to meet your needs.