Overview of InVision Support Options

Help for customers big and small

Support plans

Free

Limited support available to customers on our free plan

Bronze

Basic support for customers on paid, non-Enterprise plans

Silver

Premium support for our Enterprise customers

Gold

Global support for Enterprise customers needing 24x5 coverage

Platinum

Complete support for Enterprise customers needing expedited responses

  Free Bronze Silver Gold Platinum
Cost Included with Free Included with Starter, Professional & Team plans Included with all Enterprise plans Additional $5000 per year or 10% of contract value, whichever greater Additional $25000 per year or 20% of contract value, whichever greater
Support Hours N/A Weekdays 8am-8pm ET Weekdays 8am-8pm ET 24x5 24x7
Guaranteed Time to First Reply N/A N/A N/A <2 hours <1 hour
Community Support Yes Yes Yes Yes Yes
Email Support No Yes Yes Yes Yes
Phone Support No No Yes Yes Yes
Chat Support No No No No Yes
Uptime Guarantee N/A N/A N/A N/A 99.9%

98%

Frequently Asked Questions

Can I purchase Gold or Platinum support if I'm not an Enterprise Customer?

Only InVision Enterprise customers are eligible for our Gold and Platinum tiers of support. To learn more about the other benefits of Enterprise, please visit invisionapp.com/enterprise.

What self-help resources are available?

Our Help Center can be found at support.invisionapp.com and contains our Getting Started Guide for new users as well as a Knowledge Base filled with answers to many common questions. Customers can also benefit from the "Learn" database accessible exclusively from within the app.

What is a guaranteed time to first reply?

Gold and Platinum plans guarantee we will reply to your ticket within a certain timeframe. For Gold plans, we guarantee reply within 2 hours. Platinum guarantees a reply within 1 hour.

How should I decide between plans?

Our Gold and Platinum plans are recommended for large enterprises, while our basic plans (Free, Bronze and Silver) are recommended for smaller companies under 200 employees.

Kerry Hebert

Kerry Hebert

Principal UX Designer, Visa


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