Support Policy

Our commitment to providing excellent customer support and service

Updated January 2024

Our Support Commitment

We're dedicated to helping you succeed with SaaSHub. Our support team is here to assist you every step of the way.

24/7 Availability

Round-the-clock support for critical issues

Multiple Channels

Email, chat, phone, and community support

Expert Team

Knowledgeable support specialists and engineers

1. Support Levels by Plan

Starter Plan

$9/month

Email support
Knowledge base access
Community forums
48-hour response time
Business hours only

Professional Plan

$29/month

Priority email support
Live chat support
Phone support
24-hour response time
Extended business hours

Enterprise Plan

$99/month

24/7 priority support
Dedicated account manager
Phone & video calls
4-hour response time
Custom onboarding

2. Support Channels

Email Support

Our primary support channel for detailed technical questions and account issues.

• General Support: support@saashub.com
• Technical Issues: tech@saashub.com
• Billing Questions: billing@saashub.com

Live Chat

Real-time assistance for quick questions and immediate help.

• Available for Pro & Enterprise plans
• Business hours: 9 AM - 6 PM EST
• Average response: 2-5 minutes

Phone Support

Direct phone support for urgent issues and complex problems.

• US/Canada: +1 (555) 123-4567
• UK: +44 20 7123 4567
• Available for Pro & Enterprise plans

Self-Service

Comprehensive resources for finding answers on your own.

• Knowledge base with 200+ articles
• Video tutorials and guides
• Community forums and discussions

3. Response Time Commitments

Critical

1 hour

System down, data loss

High

4 hours

Major functionality impacted

Medium

24 hours

Minor issues, questions

Low

48 hours

General inquiries, requests

Response Time Notes:

• Response times are measured from initial ticket creation
• Enterprise customers receive priority handling for all issues
• Critical issues may receive immediate phone contact
• Response times apply during business hours unless otherwise noted

4. What We Support

Covered Support Areas

• SaaSHub platform functionality and features
• Account setup and configuration
• Application deployment and management
• Billing and subscription questions
• API integration assistance
• Performance optimization guidance
• Security best practices
• Data export and migration help

Limited or No Support

• Third-party application configuration
• Custom code development
• Infrastructure outside SaaSHub
• Training on third-party tools
• Data recovery from external sources
• Issues caused by policy violations
• Requests outside service scope
• Competitor platform comparisons

Third-Party Application Support:

While we can help with deployment and basic configuration of marketplace applications, detailed support for third-party applications should be directed to the respective developers. We'll assist in connecting you with the right support channels.

5. Getting the Best Support Experience

Before Contacting Support:

• Check our knowledge base for existing solutions
• Search community forums for similar issues
• Try basic troubleshooting steps
• Gather relevant error messages or screenshots
• Note the steps that led to the issue

When Contacting Support:

• Provide your account email and plan type
• Include detailed description of the issue
• Attach relevant screenshots or error logs
• Specify the urgency level of your request
• Mention any troubleshooting already attempted

Pro Tip:

The more information you provide upfront, the faster we can resolve your issue. Include browser versions, operating systems, and specific error messages when applicable.

6. Contact Information

Email Support

support@saashub.com

24/7 ticket submission

Live Chat

Available in dashboard

Business hours only

Phone Support

+1 (555) 123-4567

Pro & Enterprise only

Last updated: January 15, 2024

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