Overview of InVision Support Options
  • 07 Nov 2023
  • 2 Minutes to read
  • Dark
    Light

Overview of InVision Support Options

  • Dark
    Light

Article Summary

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 tiersFreeBronzeSilverGoldPlatinum
Service-level agreement*Basic email support for 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 availability3am-8pm ET
weekdays None
3am-8pm ET
weekdays
3am-8pm ET
weekdays
24/724/7
Guaranteed time to first reply None None NoneP1 < 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 None99%99.9%
Robust getting started guides YesYes Yes  Yes Yes
In-depth knowledge baseYesYesYes YesYes
Email support NoYes Yes Yes Yes
Dial in phone support No No8am-5pm ET
weekdays**
8am-5pm ET
weekdays**
8am-5pm ET
weekdays**
Convenient scheduling diagnostic sessions No No No YesYes
Business transformation & customer success   
****  
 
****  
 
**** 
Private coaching sessions No No
****  No
 
**** Yes
 
**** Yes
New user product onboardingYesYesYesYes Yes
Monthly product success videos No No YesYesYes
Quarterly business success check-ins No No 
**** Yes  

****
Yes
  
**** 
Yes
*Additional terms and conditions may apply
**With exception of some holidays
***Available on V7 only 9am-5pm ET weekdays with exception of some holidays
****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 guidessearch our documentation, or ask our virtual agent for assistance.

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



Was this article helpful?