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Understanding Rapyd's Support Plans
Understanding Rapyd's Support Plans

Learn more about the different types of support plans that Rapyd offers.

Rapyd Team avatar
Written by Rapyd Team
Updated over a week ago

At Rapyd, we understand the importance of robust, efficient, and comprehensive support. With three distinct support plans tailored to your unique needs, we are here to ensure your experience is seamless. In this guide, we’ll dive deeper into the specifics of each plan.

Support Plans




24/7/365 Support




Chat SLA

Time limit before converted to ticket

15 Minutes

30 minutes

No time limit on chats

*Ticket SLA

Initial Response Time

Normal Priority: 8 hours

**High Priority: 2 hours

Normal Priority: 4 hours

**High Priority: 30 minutes

Normal Priority: 1.5 hours

**High Priority: 15 minutes

Infrastructure Support




Platform Support




Application Support



Dedicated Account Manager



Senior Account Manager

Private Slack Channel



Included in all Rapyd plans



Free in yearly:

- Performance plans

- Enterprise levels 1 and 2



Free in yearly:

- Enterprise levels 3, 4, and 5

* Specified ticket SLAs apply to the first response time. After the initial response, we aim to respond to tickets as quickly as possible, although the times may vary depending on the complexity of the issue.

** High priority tickets are those that involve server downtime or a critical issue related to Rapyd's hosting services. Determination of priority of a given ticket is at the discretion Rapyd's support team.

Important Information

  • Application Support: When all server systems are working well and appear healthy, your site still might have performance or reliability issues. With application support, our team will assist you to the best of their abilities in troubleshooting problems that go beyond your website's hosting infrastructure. This does not guarantee that our team will be able to fix the root cause, but we will do our best to either resolve the issue ourselves or provide you with an actionable recommendation so that you can continue to work toward a solution with your own development team.

  • Minimum Commitment: Our support plan add-ons require a minimum 6-month commitment.

  • Self-Help Resources: Before reaching out, you may find answers to common queries in our extensive Knowledge Base.

  • Service Level Agreement (SLA): We're dedicated to maintaining the highest standards of service. Our SLA provides in-depth details on our commitments, see more details here: Rapyd SLA.

  • Refund Policy: Your satisfaction is paramount. If our services don't meet your expectations, we offer a 14-day money-back guarantee.

  • Language Support: We're in the process of expanding our multilingual support. Stay tuned for more languages!

  • We offer free managed migrations, and you can always contact your dedicated account manager or our customer success team at [email protected] if you have questions about your account or best practices.

How to Purchase a Support Plan

1) Access the Billing Area

Log in to the Rapyd dashboard and go to the Billing area.

2) Click Upgrade in Support Plan area

In the Billing area, you will see a box at the top right that says Support plan. Here you can click Upgrade to change your support plan.

3) Select the plan that you wish to upgrade to

After clicking Upgrade, you'll be shown our two premium support plans. Choose the one that best suits your needs.

4) Confirm selection and purchase

When you select a plan, a model will appear that asks you to confirm your selection and accept the plan's terms.

When you confirm and continue, your card on file will immediately be charged for the first month of the support plan.

Now that you know all about our support plans, all that's left is to use it! If you have any questions, please reach out to our support team at [email protected] or via live chat in your Rapyd dashboard.

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