Standard Support
Standard Support
Included with Basic plans
Hours: Monday–Friday, 9 AM–6 PM Pacific Time
Contact: Email and online support portal
Response time: Within 1 business day
What’s included:
- AI-assisted help that resolves common issues quickly, with escalation to our team when needed
- Knowledge base and onboarding guides, available anytime
Best for: Small businesses, nonprofits, community organizations, and startups with predictable support needs
Pro Support
Standard Support
Included with Pro plans
Hours: Monday–Saturday, 7 AM–10 PM Pacific Time
Contact: Email, phone, and live chat
Response time: Within 4 hours during support hours
What’s included:
- Everything in Standard Support
- Proactive network monitoring, so we often spot issues before you do
- Priority routing to a live support specialist
- Regular performance reports on your network
Best for: Growing organizations, schools, and public agencies with time-sensitive operations
Enterprise Support
Enterprise Support
Included with Enterprise plans
Hours: 24/7, 365 days a year
Contact: Dedicated phone line, email, and secure support portal
Response time: Within 1 hour for critical incidents, around the clock
What’s included:
- Everything in Pro Support
- 24/7 network monitoring and alerts
- A dedicated Technical Account Manager who knows your network
- Service level agreement (SLA) with uptime commitments and root-cause analysis after incidents
- AI-assisted predictive maintenance to catch problems early
Best for: Public agencies, smart city operations, large enterprises, and other mission-critical networks