Overview of InVision Support Options

Software support that goes above and beyond.

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 24x5 coverage. Premium support for Enterprise customers needing 24x7 coverage and prioritized response times.
Hours of availability 8am-8pm ET
WEEKDAYS
8am-8pm ET
WEEKDAYS
24/5 24/7
Guaranteed time to first reply L1 < 2 hr
L2 < 4 hr
L3 < 8 hr
L4 < 24 hr
L1 < 1 hr
L2 < 2 hr
L3 < 4 hr
L4 < 8 hr
Uptime guarantee 99% 99.9%
Channels          
Getting started guides          
InVision learn product trainings          
Knowledge base          
Community support          
Email support        
Dial in phone support      
Convenient scheduling diagnostic sessions    
Live chat support  **
Business transformation & customer success          
Private coaching sessions    
New user product onboarding          
Monthly product success videos      
Quarterly business success check-ins  ***  ***  ***
*Additional terms and conditions may apply
**Available on V7 only
***When reaching ARR minimum threshold

98% of customers are satisfied with their InVision support experience.

Frequently Asked Questions

What self-help resources are available to me?

Customers on all plans are welcome to read our Getting Started guides, search the Knowledge Base, 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. This does not guarantee a faster resolution. 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 under 200 employees. 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.

Kerry Hebert

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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