Response Times
We aim for fast, but we prioritize quality over speed. A thoughtful response in an hour beats a templated one in minutes.
- Free plan: Response within 24 hours (business days)
- Starter plan: Response within 12 hours
- Professional plan: Response within 4 hours
- Enterprise plan: Response within 1 hour, dedicated support channel
Communication Style
How we write support responses:
- Personal: Use first names, match the customer's tone
- Clear: No jargon, step-by-step when needed
- Complete: Answer the question and anticipate follow-ups
- Empathetic: Acknowledge frustration, celebrate wins
Ticket Routing
Tickets are automatically categorized and routed:
- Billing: Subscription, payments, invoices → Success team
- Technical: Bugs, errors, integration → Engineering
- Feature: Requests, suggestions → Product team
- Account: Access, security, data → Success team
AI-Assisted Support
We use AI to enhance (not replace) human support:
- Suggested replies based on similar past tickets
- Automatic categorization and prioritization
- Knowledge base search for relevant docs
- Sentiment analysis to flag urgent issues
Escalation
When issues go beyond support's scope, we escalate quickly:
- Engineering: Bugs, technical issues, infrastructure
- Product: Feature requests, UX confusion, roadmap questions
- Leadership: Account issues, partnership opportunities, complaints
The person who receives the escalation owns it until resolution. No passing the buck.
Ticket Lifecycle
Tickets auto-close after 48 hours of no response with a "We're closing this ticket" message. Inactive tickets older than 7 days are archived. Reopening is always possible.