Our world-class support team is here to help you power your design workflow to build better products, faster.
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
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8am-8pm ET WEEKDAYS
8am-8pm ET WEEKDAYS
24/5
24/7
Guaranteed time to first reply
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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
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99%
99.9%
Channels
Getting started guides
InVision learn product trainings
Knowledge base
Community support
Email support
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Dial in phone support
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Convenient scheduling diagnostic sessions
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Live chat support
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Business transformation & customer success
Private coaching sessions
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New user product onboarding
Monthly product success videos
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Quarterly business success check-ins
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*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.
I’m always struck by the speed at which I’m provided a detailed and thoughtful answer or creative workaround to my problem.
