Merchants can choose a Support Add-On that fits the business needs of their store. By default, all stores have immediate Help Center access with 8-5pm PST support 5-days a week and a 24-hour email response time. If you would like access to additional support times, chat triage support, and phone triage support, you can select a support add-on.
- How do I sign up for a support plan?
- What are the available plans and what do they include?
- Do I lose support if I don't select a Support Add-On?
- Can I change my plan?
- Why am I being forced to pay for faster response times?
- If I pay for faster support times, is this a guarantee?
- What happens if my response falls outside the window I was promised?
- What is triage support?
- I am on the Pro plan - does this include a support plan?
- Can I get a dedicated account manager?
- Who do I contact if I have issues or questions about support plans?
How do I sign up for a support plan?
To sign up for a plan, visit Support Add-Ons and fill out the form at the bottom of the page.
What are the available plans and what do they include?
With the ReCharge Support Add-Ons, you can have access to expedited response times and phone and chat triage support:
Success - $49/month
Support 7 days a week, 12-hour email response times.
Advantage - $99/month
24/7 Support, 8-hour email response time and chat triage support.
Premium - $189/month
24/7 support, 6-hour (1-hour urgent) email response time, phone and chat triage support.
8-5pm PST support 5-days a week, 24-hour email response times.
Do I lose support if I don't select a Support Add-On?
Not at all. You will still receive the same level of support that you’re accustomed to. This level of support is now called the Self-Directed support plan. This plan provides you with support 5-days a week and 24-hour email response times.
Can I change my plan?
Absolutely. You are not permanently locked into a plan, you can opt-out or downgrade after 3 months. Upgrading to a new support plan is available at any time.
Why am I being forced to pay for faster response times?
The intention of the support plans is not to force anyone to pay for support, especially in times of urgent need. These plans are meant to help provide an expedited response to all support-related issues via email, live chat, or scheduled phone calls. They are also intended to provide additional insurance in times of high sales volume, such as Black Friday or over the holidays.
If I pay for faster support times, is this a guarantee?
Yes. It is our promise that by paying for expedited support that you will receive the response times you have paid for. We have increased the number of support agents across the board to enable us to provide you with more rapid support.
What happens if my response falls outside the window I was promised?
If this happens, let us know. If you are paying for something you’re not receiving, we will provide recompense.
What is triage support?
Think of triage support in the context of an ER. The first person you see is the triage nurse. They gather symptoms, and information about the issue and relay them to the person that solves the problem. This process will occur with our chat and phone triage support. You will contact the CS agent and explain everything that’s going on in vivid detail, and they will work on a resolution and get back to you.
I am on the Pro plan - does this include a support plan?
ReCharge Pro relates to the feature set within the app itself, not the level of support. If your store requires enhanced support feel free to reach out to the Support Add-On team or visit Support Add-Ons and select a plan.
Can I get a dedicated account manager?
Our support plans do not include a dedicated account manager. However, we do have account managers available. Typically stores grossing over $100,000/month in recurring revenue are given priority. For more information, please contact the Support Add-On team.
Who do I contact if I have issues or questions about support plans?
If you run into any issues or have questions about the support plans, please email the Support Add-On team and one of our specialists will get back to you.