Customer Support Plans & Business Hours
Contacting Support
You can reach our Support Team via email at support@close.com.
If you are on the Business plan and would like to schedule a screen share support appointment, please email Support and they will coordinate a date and time.
What's Included
| Starter | Basic | Professional | Business | |
|---|---|---|---|---|
| Self-service Help Center | ✔ | ✔ | ✔ | ✔ |
| Email Support | ✔ | ✔ | ✔ | ✔ |
| 1st Response 1 | 2 days | 1 day | 1 day | 6 hours |
| Screen share support 2 | ✔ | |||
| SLA | ✔ |
1 1st Response: Our maximum initial response time to an email during business hours. After the initial response, we'll only notify you when the issue's been resolved, or there's been a significant update.
2 Screen share support appointments must be scheduled in advance and will be conducted via Zoom.
3 For teams with 5 or more users only.
Premium Support
Upgrade to Premium Support and have all of your requests separated into a dedicated queue that is managed by our senior Support staff.
Starting at just $750/month, Premium Support packages include:
- A customizable SLA based on your team's needs
- 1st Response Time in 2 hours or less during business hours
- Email support requests are sent into a dedicated queue
- Book same-day screen share support appointments
To learn more about Premium Support and get a quote based on your needs, contact our Support team or your dedicated Account Manager.
Support Business Hours
Monday - Friday from 9AM to 7PM ET, excluding major US holidays
| 2020 Date(s) | Holiday |
|---|---|
| 1/18 | Martin Luther King Jr. Day |
| 5/31 | Memorial Day |
| 7/4 | Independence Day |
| 9/6 | Labor Day |
| 11/25-26 | Thanksgiving |