Support
Channels, response times, escalation — help when you need it.
4.1 Support Channels
| Channel | Contact | Availability |
|---|---|---|
| support@planops.ai | 24/7 (response within SLA) | |
| In-App Chat | Help widget in PlanOps | Mon-Fri 09:00-18:00 GMT |
| Documentation | docs.planops.ai | Always available |
| Phone | Enterprise customers only | Mon-Fri 09:00-18:00 GMT |
4.2 Response Times
Support request response times vary by issue priority and subscription tier:
| Priority | Description | Standard | Priority |
|---|---|---|---|
| P1 - Critical | Platform unavailable | 4 hours | 1 hour |
| P2 - High | Major feature broken | 8 hours | 4 hours |
| P3 - Normal | General issues | 24 hours | 8 hours |
| P4 - Low | Questions, requests | 48 hours | 24 hours |
Priority Support is available as an add-on for £5,000/year, or included with Enterprise tier subscriptions.
4.3 Escalation Process
If you're not satisfied with the response to your support request, you can escalate:
1
Level 1 - Support Team
Initial contact via email or in-app chat
2
Level 2 - Support Manager
Request escalation in your ticket, or email escalations@planops.ai
3
Level 3 - Customer Success Lead
For Enterprise customers with dedicated account management
4
Level 4 - Founder
Contact founder@planops.ai for unresolved critical issues
4.4 Onboarding & Training
- Self-service documentation: Comprehensive guides, tutorials, and API reference at docs.planops.ai
- Video tutorials: Step-by-step walkthroughs for common workflows
- Onboarding sessions: Included with Team and Enterprise subscriptions — tailored to your organisation's needs
- Advanced training: Available at £800/day for in-depth sessions on specific features or integrations
Need help?
Our support team is ready to assist with any questions about PlanOps.