Overview of InVision Support Options
- 07 Sep 2023
- 2 Minutes to read
- DarkLight
Overview of InVision Support Options
- Updated on 07 Sep 2023
- 2 Minutes to read
- DarkLight
Article Summary
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Software support that goes above and beyond.
98% of customers are satisfied with their InVision support experience.
Our world-class support team is here to help you power your collaboration workflow to bring together your teams, tools, and work.
| Support tiers | Free | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|
| Service-level agreement* | Community support and resources available to customers on our Free plan. | Basic email support for customers on paid, non-Enterprise plans. | Basic support for Enterprise customers. | Global support for Enterprise customers needing extended 24x7 coverage. | Premium support for Enterprise customers needing 24x7 coverage and prioritized response times. |
| Hours of availability | — None | 3am-8pm ET weekdays | 3am-8pm ET weekdays | 24/7 | 24/7 |
| Guaranteed time to first reply | — None | — None | — None | P1 < 2 hr P2 < 4 hr P3 < 8 hr P4 < 24 hr | P1 < 1 hr P2 < 2 hr P3 < 4 hr P4 < 8 hr |
| Uptime guarantee | — None | — None | — None | 99% | 99.9% |
| Robust getting started guides |  Yes | Yes | Yes | Yes | Yes |
| In-depth knowledge base | Yes | Yes | Yes | Yes | Yes |
| Moderated community support | Ye | Yes | Yes | Yes | Yes |
| Email support | — No | Yes | Yes | Yes | Yes |
| Dial in phone support | — No | — No | 8am-5pm ET weekdays** | 8am-5pm ET weekdays** | 8am-5pm ET weekdays** |
| Convenient scheduling diagnostic sessions | — No | — No | No | Yes | Yes |
| Business transformation & customer success | **** | **** | **** | ||
| Private coaching sessions | — No | — No | **** No | **** Yes | **** Yes |
| New user product onboarding | Yes | Yes | Yes | Yes | Yes |
| Monthly product success videos | — No | — No | Yes | Yes | Yes |
| Quarterly business success check-ins | — No | — No | **** Yes | **** Yes | **** Yes |
*Additional terms and conditions may apply
**With exception of some holidays
**With exception of some holidays
***Available on V7 only 9am-5pm ET weekdays with exception of some holidays
****When reaching ARR minimum threshold
****When reaching ARR minimum threshold
Frequently Asked Questions
What self-help resources are available to me?
Customerson all plans are welcome to read our Getting Started guides, search our documentation, or ask our virtual agent for assistance. If you’re not able to find a solution in the documentation, visit the InVision community to get help from fellow InVision users.
Can I purchase individual services without a full premium support package?
We’ve thoughtfully crafted our packages to meet the holistic business needs of our customers. In order to provide the best end-to-end premium support experience, we are not offering the ability to purchase services a la carte at this time.
What is a guaranteed time to first reply?
For Gold and Platinum customers, we guarantee an expedited first response from our team within your designated service hours when you email our Support team or submit a contact Support through our Contact Support form. This does not guarantee a faster resolution. InVision does not guarantee the response times with respect to support requests coming from users who do not contact InVision Support using the email address associated with their InVision account, as InVision will not be able to verify promptly they are an authorized member of Customer’s account and support plan. For urgent or complex questions, consider dialing in or scheduling a diagnostic session.
How do I decide which plan is right for me?
Basic plans (Free, Bronze, and Silver) are recommended for smaller companies. For larger enterprises, our sales team will be happy to walk you through the specifics of Gold and Platinum to help you decide which option is right for your business.
I’m always struck by the speed at which I’m provided a detailed and thoughtful answer or creative workaround to my problem.
Kerry Hebert
Principal UX Designer, Visa
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