SUPPORT PLANS
SUPPORT OPTIONS FOR ECOMMERCE BRANDS
LEVEL 3
STANDARD
LEVEL 1
LEVEL 2
FREE
MonTHLY FEE
$500
$1500
$3000
OPS SUPPORT (monthly HOURS)
—
UP TO 8
UP TO 20
UP TO 40
RESPONSE TIMES
In Business Hours to First Response
PRIORItY 1
––
Yes
Yes
Yes
––
––
Yes
Yes
––
Annually
2x/Year
Quarterly
PHONE
NOTION TEAMSPACE
BUSINESS REVIEW
1 hour (24/7)
8 hours
8 hours
4 hours
PRIORItY 2
Yes
Yes
Yes
Yes
WEB-BASED EMAIL
4 hours
16 hours
12 hours
8 hours
PRIORItY 3
––
––
Yes
Yes
VIDEO SYNC
6 hours
24 hours
16 hours
12 hours
COMMUNICATION CHANNELS
Methods to reach our team based on plan
––
––
2x/Month
Weekly
LIVE CHAT
CONTACTs
In Business Hours to First Response
GENERAL SUPPORT TEAM
Yes
Yes
Yes
Yes
ACCOUNT MANAGER
––
––
Dedicated
Dedicated
CLIENT SUCCESS TEAM
––
––
––
Dedicated
OPERATIONS ASSISTANCE
Areas of available support
B2b ORDER MANAGEMENT
Yes
Yes
Yes
Yes
Self-Serve
ORDER STATUS
Yes
Yes
Yes
Self-Serve
ORDER EDITING
Yes
Yes
Yes
VIP ORDER MANAGEMENT
Self-Serve
Yes
Yes
Yes
Self-Serve
OPERATIONS PRIORITIZATION
Yes
Yes
Yes
Self-Serve
CARRIER CLAIMS
Yes
Yes
Yes
BACKORDER MGMT SUPPORT
Self-Serve
Self-Serve
Yes
Yes
ORDER CONVEY SUPPORT
Self-Serve
Self-Serve
Yes
Yes
ASN SUPPORT
Self-Serve
Self-Serve
Yes
Yes
SUPPLIER ONBOARD SUPPORT
Self-Serve
Self-Serve
Yes
Yes
SUPPLIER MGMT SUPPORT
Self-Serve
Self-Serve
Yes
Yes
CUSTOM DATA REPORTING
Self-Serve
Self-Serve
Yes
Yes