Premium Support
Support plans for next-level assistance
From totally free help to fully stacked support, our plans are designed to offer the level of help you need.
Fast, reactive and forward-thinking
assistance
resources
reviews
with ease
Choose the plan that works for you
the decision is yours.
Essentials Free |
Advanced 4% of monthly spend |
Premium 6% of monthly spend |
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| Guaranteed response time on P1 incidents | 1 hour (24/7) | 1 hour (24/7) | 30 mins (24/7) |
| Guaranteed response time on P2 incidents | N/A* | 2 hours (24/5) | 1 hour (24/5) |
| Guaranteed response time on P3 incidents | N/A* | 3 hours (24/5) | 2 hours (24/5) |
| Email support |  |
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| Chat support | |
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| Dedicated Provisioning Manager | |
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| Escalation support line | |
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| Technical Account Manager (TAM) | |
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| Quarterly status reviews | |
* - chat support only available during first 30 days post onboarding
Get started with your support plan
dedicated account manager.
FAQ
Can I change my subscription anytime I want?
Absolutely. You can upgrade or downgrade your subscription at any time. Please note that any subscription changes will come into effect at the start of your next billing cycle.
What is the escalation support line?
The escalation support line, a key feature of our Premium service plan, provides you with a dedicated emergency channel to immediately raise critical issues. Once raised, the issue will immediately receive the attention from top-tier support experts to ensure timely and effective resolutions. The escalation support line is available 24/7.
What are P1, P2 and P3 incidents?
P1, P2 and P3 are the priority levels we assign to customers’ issues.
P1 incidents are the most severe issues that require immediate attention. They can involve critical system failures or major outages that impact a large number of users or crucial business functions.
P2 incidents are high-priority issues that require swift resolution. These incidents may affect a specific group of users or have a moderate impact on overall operations.
P3 incidents are medium-priority incidents that require a generally lower urgency of resolution. These incidents may cause inconvenience but are not critical to the core functioning of the platform or business processes.
What does the Technical Account Manager (TAM) do?
The Technical Account Manager (TAM) is a dedicated support expert with a deep understanding the customer’s business and its processes, ensuring their operational success on the Voiso platform. They provide personalized and proactive support to diminish any potential issues — while also expediting issue resolution, offering product guidance, and managing escalations.
What does Voiso’s chat support include?
Voiso’s chat support is a convenient solution offered as part of our commitment to comprehensive customer assistance. Key benefits include immediate access to support experts without the need for emails, a user-friendly interface accessible directly from the Voiso contact center platform, and the ability to continue working while seeking assistance.
What are quarterly status reviews?
These in-depth reviews are led by the TAM and Provisioning Manager. They involve going through support tickets in detail, addressing any lingering concerns, and discussing resolutions that work for your business.
What does the Provisioning Manager do?
The Provisioning Manager alleviates administrative burden by helping customers acquire and manage phone numbers. This includes purchasing, assigning, and replacing numbers — as well as providing efficient and reliable support for customers’ DID number needs.