Support Plans
Review the plan details for general and advanced application use. If you do not know which Support plan applies to you, contact the Expert Support Team.
Looking to upgrade your support plan? Contact your Customer Success Manager.
Authorized Support Contacts
A Support Contact is a verified Expert Customer who can contact and work with the Expert Support Team. Your Support Plan determines how many Support Contacts you can designate. During onboarding or launch, Authorized Support Contacts are contacted individually with details to set up an account and work with the Support Team.
To verify or change your Authorized Support Contacts, contact the Expert Support Team.
Support Plan Details
| Standard | Premium | Enterprise | |
|---|---|---|---|
| Priority | 3rd | 2nd | 1st |
| Best plan for | Help with the Expert application and you have access to your own technical resources for integration, branding or single sign-on (SSO) | Help with the Expert application, chat support and limited assistance with integration, branding or single sign-on (SSO) | Help with the Expert application, phone support, multiple support contacts, and limited assistance with integration, branding or single sign-on (SSO) |
| Authorized Support Contacts | 2 | 3 | 4 |
| Initial response time | 2 business days | 1 business day | 4 business hours |
| Email support | ✔ | ✔ | ✔ |
| Expert Cases Portal | ✔ | ✔ | ✔ |
| Chat support | ✔ | ✔ | |
| Phone support | ✔ | ||
| 24 x 7 support | Available as an add-on |
General Application Use
Level 1: Support Agents
| Standard | Premium | Enterprise | |
|---|---|---|---|
| General application use | ✔ | ✔ | ✔ |
| Best practices Authoring, Hierarchy |
✔ | ✔ | ✔ |
| Touchpoints | ✔ | ✔ | ✔ |
Advanced Application Use, Integration, Configuration
Level 2: Support Engineers
| Standard | Premium | Enterprise | |
|---|---|---|---|
| SAML 2.0, OpenID Connect (SSO) | ✔ | ✔ | ✔ |
| CRM integration Expert for Salesforce, Zendesk |
✔ | ✔ | ✔ |
| API assistance* | ✔ | ✔ | ✔ |
| Scripting** JavaScript and DekiScript debugging |
✔ | ✔ | ✔ |
| Branding** CSS |
✔ | ✔ | ✔ |
* Support Engineers will provide assistance with any documented Expert API endpoint.
** Support Engineers cannot apply, teach, or customize any Markup or Scripting Language.