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


Foundation

Enhanced

Elite

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

✔️

* 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 support.

Foundation Support

Cost: Included in all Rapyd hosting plans.

Features:

  • 24/7/365 Live Chat & Ticketing: Expect an initial response time for tickets within 8 hours, and just 2 hours for high-priority issues. Any chat that isn't resolved within 15 minutes will be converted into a ticket.

  • Infrastructure and Platform Support

Enhanced Support

Cost: $100/month (free in Performance plans + Enterprise level 1 and 2 on yearly subscriptions).

Features:

  • All features under the Foundation Support plan

  • 24/7/365 Live Chat & Ticketing: Quicker response times with tickets addressed within 4 hours, and high-priority issues seen in 30 minutes. Chats unresolved in 30 minutes are converted to tickets.

  • Application Support

  • Dedicated Account Manager

Elite Support

Cost: $500/month (complimentary in Enterprise 3, 4, and 5 with yearly subscriptions).

Features:

  • All features under the Enhanced Support plan

  • 24/7/365 Live Chat & Ticketing: Our fastest response times - tickets are addressed within 1.5 hours, and high-priority issues in just 15 minutes. There's no time limit on chats.

  • Senior Account Manager

  • 24/7/365 Private Slack Channel Support

Additional Information:

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

  • Training & Onboarding: To ease your transition, we offer free migrations. Additionally, after signing up, you can book an onboarding call with your designated account manager to get familiarized with our platform.

  • Service Level Agreement (SLA): We're dedicated to maintaining the highest standards of service. Our SLA provides in-depth details on our commitments, and I'll be sharing this link shortly.

  • Refund Policy: Your satisfaction is paramount. If our services don't meet your expectations, we offer a 14-day money-back guarantee, extended to 30 days for those who sign up during the beta period.

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

If you're interested in purchasing a premium support plan as an add-on, a minimum 6-month commitment is required. Options to buy these plans in your dashboard will become available soon. Until then, our customer support team is here to assist.

Thank you for choosing Rapyd. We're committed to providing you with unparalleled support, ensuring your online journey is smooth and efficient.

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