Essential Support
All Buddy's customers are entitled to free essential support in the form of live chat and ticket support for technical queries.
Our team also dedicates resources to maintaining a robust Help Centre and ensuring our customers' ability to self-serve and use Buddy independently.
Additional Support Plans
Customers can opt into additional support plans to benefit from prioritised and personalised success plans.
Priority Support Plan
The Priority Support plan provides guarantee of prioritised response, starting from 10% of monthly spend (Minimum €100 per month).
Below are the benefits provided for our Priority Customers:
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Higher Priority Support
Guarantee of a human reply within two business hours
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Access Rights to All Tickets
Our team will enable enhanced permissions for the account owner or admins to view tickets of all their organisations, even when they are not directly cc'd. -
10 Free Callbacks per Year
Dedicated admins can request callbacks for focused 1-1 support via a video call.
After a request is submitted, a calendar slot will be provided to the client within 2 business days, and tailored assistance will be given on the context provided.
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Annual Success Review
A once-a-year meeting that will review the previous year, identify the biggest challenges, and find a way forward to improve the clients' operations in their use of Buddy.
Priority Support is valued at 10% of the business' subscription cost, with a minimum of €100 per month.
Premium Support Plan
The Premium Support plan ensures that you work collaboratively with our success team to ensure your goals are being met. Starting from €250 per month, Premium Support includes items in the Priority Support in addition to the following:
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20 Free Callbacks per Year
An increased number of free callbacks per year
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Quarterly Success Review
A quarterly review to identify recent challenges, establish new goals and agree on ways to improve operations in the use of Buddy.
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Online Training Session (1 per Quarter)
Based on the needs of the staff, our team can organise a 1-1 or 1-many online training session. This will be tailored based on discussed goals, ideally identified within the Success Review.
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Quarterly Support Summary
Our team can send a summary of support tickets and response rates. Internally, we'll also track any requested features or identified difficulties so our agents can quickly view and discuss their status.
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Access to Beta Features
If Buddy has Beta Features, our team can enable these to premium clients on request. Please note that features may not always have a beta phase, and there are often periods in which there are no beta features.
Premium Support is valued at 15% of the business' subscription cost, with a minimum of €250 per month.
Ultimate Support Plan
The Ultimate Support plan builds on the Premium Support plan and dedicates one of our members to become your account manager. Starting from €500 per month, the plan includes the following:
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Dedicated Account Manager
An account manager will be assigned to manage your success and will be the primary touch-point for any non-technical queries
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Unlimited Free Callbacks
No limit will be imposed on valid callback requests.
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Quarterly Success Review
A quarterly review to identify recent challenges, establish new goals and agree on ways to improve operations in the use of Buddy.
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Online Training Session (1 per Month)
A tailored training session will be offered on a monthly basis.
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Monthly Support Summary
Customers may request a Support Summary on a monthly basis
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Tailored Repository within the Help Centre
Our team can build a new category within the Help Centre that is only accessed by your team. This would primarily be approved by an assigned admin from your team, where collaboratively, common queries, short-trainings or SOPs can be placed on the Help Centre for your team to access.
Ultimate Support is valued at 25% of the business' subscription cost, with a minimum of €500 per month.
Interested in Elevating your Support?
Interest in opting into one of the available plans or requesting a customised enterprise agreement? Email our team at success@buddy.hr for further information.