Let us support your integrations with our Annual Support Plan.
You will receive the first-ever month of support FREE, with an additional eleven additional payments of $300 per month ($3,600 prepaid annually).
Our Support Plan includes time for our team to communicate, troubleshoot, and push fixes for existing features that stop working due to a bug or unexpected change.
| Tier 2 Support | Left Hook does not communicate directly with your end-customers. We will communicate with your CSM team in response to issues vetted first by your front-line support team and then raised to us via Slack or an email ticket. |
| Support Interaction Minutes (SIMs) | Left Hook provides proactive support. Should issues be discovered or reported, we will resolve them without hesitation. Our proactive support model consumes your purchased Support Interaction Minutes (SIMs) automatically |
| Response Time | First response w/in 72 hours after initial interaction. Fixes/solutions will be provided within 7 work days |
| Initiation | Support Interaction can be initiated by your users via tickets, your team members via Slack or email, or by Left Hook’s staff via routine monitoring |
| Example Issue | Several users report that one Connector is not mapping fields correctly. We investigate and discover that your API endpoint changed slightly. We push a fix to any/all affected platforms |
| Minimum Time | 10 minutes for any single Interaction |
| Max Time | 240 minutes for any single Interaction; exceeding requires customer approval |
| Monthly Billing | If subscribing monthly, consume up to 750 SIMs within the first six months of your plan year |
| Unlocked (Annual Prepaid) | If prepaid upfront, 1500 SIMs are available during your plan year |
| Out of SIMs? | Out of SIMs? You will be automatically charged when you exceed your SIMs. Make sure to read our Support Terms |
| Delivery | Incident logging and code updates tested and deployed through GitHub or similar tooling; communication via email, Slack, or scheduled Zoom meetings/calls |
Last Updated 8/1/2022. Be sure to read our Support Terms of Service for additional details.