Support Packages offered by CX Experts

🏆 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
  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