Support Packages offered by CX Experts

Turn your Zendesk from a cost center into a competitive advantage—without the constant worry of breakdowns or missed opportunities.

You're already paying premium for Enterprise features like AI, WFM, and advanced analytics. But without ongoing care, they underperform: automations drift, SLAs slip, and agent efficiency stalls at 60% occupancy.

Our Service Plans change that. As your dedicated Guardian, we provide proactive CX insurance that keeps your platform evolving:

• 24/7 Tier 1 monitoring: Overnight issues fixed before your team logs in—no more Monday ticket backlogs.
• Weekly health audits: Spot config drift, automation gaps, and AI underutilization before they cost sales.
• Performance optimization: Tune workflows, macros, and reporting to reclaim 150+ admin hours/month and boost CSAT by 12+ points.​
• Quarterly strategy sessions: Align your Zendesk with business growth, from scaling channels to advanced integrations.

Why it's irresistible for SA enterprises: Local Premier Partner expertise at ZAR pricing stability (no USD volatility), plus BPO-proven processes that understand high-volume agent realities. Reduce support costs 20-30%, improve efficiency, and build a reputation for flawless service—all while we handle the heavy lifting.

Results speak: Clients see ROI recovery in months, not years. Sleep easy knowing your investment delivers.

🏆 Premium Support (For Direct ELA Customers & Premium Support Plan Partners - $5,000 per annum) 

Our Premium Support package is designed for businesses who need rapid response times, strategic guidance, and out-of-hours coverage. You’ll get access to a dedicated Success Manager and expert support throughout your Zendesk journey.

Included Services:

• Zendesk Account Management
  Ongoing oversight of your Zendesk instance with regular check-ins and proactive advice.
• Zendesk Implementation & Optimisation (for new Zendesk users only)
  Full onboarding, setup, and continuous improvement of your Zendesk environment.
• Quarterly Zendesk Health Checks
  Proactive performance audits to identify improvements and opportunities every quarter.
• Named Customer Success Manager
  A dedicated point of contact who understands your business and goals.
• Support Issue Escalation & Liaison with Zendesk
  We'll raise and manage any Zendesk platform issues directly on your behalf.
• Out-of-Hours Tier 1 Support (Extended Business Hours)
  Initial coverage outside of core hours, with full 24/7 support launching soon.
• 1-Hour SLA (In Business Hours)
  Guaranteed response within 1 hour during standard business hours.
• Up to 5 Hours of Success Manager Time (Monthly)
  Strategic or operational support time — use it as needed each month (non-cumulative).

💼 Everyday Essentials Support (For Non-ELA Customers & Everyday Essentials Support PlanPartners - $1,000 per annum) 

The Everyday Essentials package provides core support services for businesses that need reliable assistance and occasional guidance without the premium price tag.

Included Services:

• Zendesk Account Management
  Ongoing support to help manage and improve your Zendesk environment.
• Zendesk Implementation
  Assistance with setup and configuration tailored to your requirements.
• Annual Health Check
  A once-a-year review to ensure Zendesk is aligned with your goals.
• Access to a Shared Success Manager
  Get guidance from our pool of experienced managers (no dedicated contact).
• Business Hours Tier 1 Support Only
  Support available during standard weekday hours (no after-hours coverage).
• 24-Hour SLA (In Business Hours)
  Guaranteed response within one business day.
• Up to 1 Hour of Success Manager Time (Monthly)
  Occasional strategic or tactical help (non-cumulative).

⚖️ At a Glance Comparison