Support plans FAQ
Merchants can choose a support plan that fits the business needs of their store. By default, all stores have immediate Help Center access and 24/7 email support with a guaranteed initial response time of 8 hours. If you would like access to additional support times and video callback support, contact Sales to upgrade to a Custom Pricing Plan.
Sections
- How do I sign up for a support plan?
- What are the available plans and what do they include?
- 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?
- Who do I contact if I have issues or questions about support plans?
How do I sign up for a support plan?
All merchants have access to the Advantage support plan which covers email and chat triage support. If you would like to access video callback support or Custom Pricing Plan response rates you can upgrade your Recharge plan to a Custom Pricing Plan by using the Talk to Sales option on the Recharge Pricing page.
What are the available plans and what do they include?
All merchants have access to the Advantage support plan which covers email and chat triage support. Merchants on Custom Pricing Plans have access to expedited response times and video callback support.
Advantage - Included with all plans
- Immediate access to the Help Center
- Get support 24 hours a day, 7 days a week
- Guaranteed initial response time within 8 hours
- Live chat support
- Email support
Custom Pricing Plan - Included on Custom Pricing Plans
- Immediate access to the Help Center
- Get support 24 hours a day, 7 days a week
- Guaranteed initial response time within 4 hours
- Live chat support
- Email support
- Video callback 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 TS 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. As of July 2021, all Pro accounts automatically have access to our Advantage support plan free of charge.
You can also work with your Account Manager or the Recharge Sales team if you would like to upgrade to a Custom Pricing plan to access video callbacks and enhanced response times.
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 team and one of our specialists will get back to you.
