Premium Support Plans
Rocket.Chat Premium Support Services
Rocket.Chat offers a variety of support packages for all customers:
Support Plans
In addition to the various support resources, Rocket.Chat provides three distinct support options for our products, each designed to cater to the diverse requirements of our varied customer base:
Standard Support:
Desk portal
Email support 1 business day SLA,
12x5 Web support portal
Included in Rocket.Chat Pro and Enterprise plans.
Support Plus:
Support Plus encompasses all the advantages of the Standard Support Plan
2 hour high priority tickets, 24x7
Hotline support
An enhanced support plan for premium customers requiring quicker response times.
A dedicated Customer Success Manager (CSM) who oversees a comprehensive onboarding process and designs a strategy roadmap aimed at product adoption aligned with your desired business outcomes. The role of the dedicated CSM extends to serving as a trusted advisor and an advocate for the customer within our organization.
This plan is not accessible under a self-service contract.
Mission Critical Support:
Mission Critical Support encompasses all the advantages of the Support Plus plan
Features 30 min high priority tickets
This plan is not accessible under a self-service contract.
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