Support Plans
The right support,
right when you need it
Every business is different. Pick the support level that fits — from self-serve help docs to a dedicated team available around the clock.
All paid plans come with a guaranteed SLA · No lock-in contracts
Free
Community
Self-serve resources to get answers fast — included with every account at no extra cost.
$
0
/mo
Always free. No credit card needed.
Get Started Free
What's included
- ✓Help Centre & Knowledge Base
- ✓Step-by-step setup guides
- ✓Community forum
- ✓In-app onboarding tips
Direct Support
- ✗Email support
- ✗Live chat support
- ✗Live call support
- ✗Guaranteed response SLA
Chat
Chat Support
Direct access to our support team via email & chat, with business-hours SLA coverage.
$
290
/mo
Billed monthly · Cancel anytime
Get Chat Support
🔴 Urgent (system down)4 hrs · biz hrs
🟡 High (major issue)8 hrs · biz hrs
🟢 Normal (questions)24 hrs · biz hrs
Support Channels
- ✓Email support
- ✓Live chat support
- ✓Help Centre & guides
Guarantees
- ✓Business hours SLA
- ✗Live call support
- ✗Dedicated account manager
- ✗RCA reports
⭐ Most Popular
Pro
Pro Support
Faster SLAs with 24/7 urgent coverage and scheduled call support for growing teams.
$
490
/mo
Billed monthly · Cancel anytime
Get Pro Support
🔴 Urgent (system down)2 hrs · 24/7
🟡 High (major issue)4 hrs · biz hrs
🟢 Normal (questions)12 hrs · biz hrs
Everything in Chat, plus:
- ✓24/7 urgent SLA coverage
- ✓Live call support (scheduled)
- ✓Faster response times
Not included
- ✗Dedicated account manager
- ✗RCA reports
- ✗Quarterly business review
Elite
Elite Support
A dedicated partner who knows your business. Fastest SLAs, full 24/7 coverage, and a named account manager.
$
990
/mo
Billed monthly · Cancel anytime
Talk to Sales
🔴 Urgent (system down)1 hr · 24/7
🟡 High (major issue)2 hrs · 24/7
🟢 Normal (questions)8 hrs · biz hrs
Everything in Pro, plus:
- ★Full 24/7 SLA coverage
- ★Live call support (on-demand)
- ★Named account manager
- ★RCA reports on incidents
- ★Quarterly business review
- ★Early access to new features
- ★Onboarding & migration help
📋
Contractual SLA on paid plans
💬
Support in English & 繁體中文
✅
Cancel anytime, no penalty
Side by Side
What's the difference?
All response time commitments are contractually guaranteed on paid plans.
| Feature |
Community
Free |
Chat Support
$290 / mo |
Pro Support
$490 / mo |
Elite Support
$990 / mo |
| Support Channels |
| Help Centre & guides |
✓ | ✓ | ✓ | ✓ |
| Community forum |
✓ | ✓ | ✓ | ✓ |
| Email support |
— | ✓ | ✓ | ✓ |
| Live chat support |
— | ✓ | ✓ | ✓ |
| Response Time Guarantees |
| Contractual SLA |
— | ✓ | ✓ | ✓ |
| 🔴 Urgent responseSystem down / critical failure |
— |
4 hrs · biz hrs |
2 hrs · 24/7 |
1 hr · 24/7 |
| 🟡 High responseMajor issue, business impacted |
— |
8 hrs · biz hrs |
4 hrs · biz hrs |
2 hrs · 24/7 |
| 🟢 Normal responseQuestions, how-to, config help |
— |
24 hrs · biz hrs |
12 hrs · biz hrs |
8 hrs · biz hrs |
| SLA Coverage |
| SLA coverage |
— None |
✓ Business hours |
✓ 24/7 (urgent) |
✓ 24/7 full |
| Live Call Support |
| Live call supportPhone / video call with support engineer |
— |
— |
Scheduled |
On-demand |
| Dedicated Services |
| Dedicated account manager |
— | — | — | ✓ |
| RCA reportsRoot cause analysis after incidents |
— | — | — | ✓ |
| Quarterly business review |
— | — | — | ✓ |
| Early feature access |
— | — | — | ✓ |
| Onboarding & migration help |
— | — | — | ✓ |
FAQ
Common questions
What counts as an "Urgent" ticket?
Urgent means your system is down or a core feature is completely broken — affecting all users and blocking your business operations. Examples: WhatsApp API disconnected, all messages failing to send, unable to log in. Urgent tickets on Pro and Elite plans are covered 24/7 including weekends and public holidays.
What are "business hours"?
Business hours are Monday–Friday, 9 am–6 pm Hong Kong Time (HKT, UTC+8). Urgent (🔴) tickets on Pro and Elite plans are covered 24/7 including weekends and public holidays.
Can I switch plans at any time?
Yes. You can upgrade or downgrade your support plan at any time. Upgrades take effect immediately. Downgrades take effect at the start of your next billing cycle.
Is this separate from my ChatDaddy subscription?
Yes. Support plans are an add-on to your existing ChatDaddy plan. Community support is included with all subscriptions at no extra cost. Chat Support, Pro Support, and Elite Support are billed separately and layered on top of your existing plan.
What if you miss your SLA commitment?
If we miss a guaranteed response time, we'll issue a service credit to your account. The exact credit amount is defined in your support plan agreement. We take SLA commitments seriously — missing them triggers an automatic internal escalation.
Not sure which plan you need?
Talk to us and we'll recommend the right level of support for your team size and use case.
