Support, Implementation, and Services
Learn about Gladly Support and Services package details.
Benefit
Standard1
Premium2
Help Docs
Developer Docs
Academy
Status Page
Email Support
24/7 P1 and P2 Coverage
Designated Support Contact
1 Support Contact
up to 10 Support Contacts
Sandbox
Contact Account Executive
CSM
Contact Account Executive
1Default Support package for all Gladly customers.
2Available to select accounts. Contact your Account Executive for more information.
Level
Standard
Premium
Priority 1
2 business hours (first response)
1 hour (first response)
24/7, weekends and holidays
Priority 2
4 business hours (first response)
4 hours (first response)
24/7, weekends and holidays
Priority 3
Next business day (M-F)
Next business day (M-F)
Priority 4
3 business days (M-F)
3 business days (M-F)
Implementation Packages
Regardless of your company size or implementation complexity, we've got a plan to get your team up and running with Gladly quickly.
LEARN MOREEssentials
Essentials+
Premium
Enterprise
For teams up to 20 Support Heroes, supporting a single brand, looking to implement the basics.
For growing teams with up to 50 Support Heroes, supporting a single brand, looking for more consultative guidance.
For established teams with up to 150 Support Heroes, with multiple brands and advanced training support.
For global teams with over 150 Support Heroes, supporting multiple brands, needing a more tailored implementation approach.
Named implementation lead
Named implementation lead
Named implementation lead
Named implementation lead
Best practices guidance
Best practices guidance
Best practices guidance
Best practices guidance
Training office hours
Training office hours
Training office hours
Training office hours
Launch office hours
Launch office hours
Launch office hours
Launch office hours
Developer guidance
Developer guidance
Developer guidance
Development-only sandbox environment
Development-only sandbox environment
Development-only sandbox environment
Train the trainer approach
Train the trainer approach
Business goals setting
Business goals setting
Named implementation engineer
Named implementation engineer
Self-Guided
For teams with up to 10 Support Heroes. This package provides a do-it-yourself approach to setting up Gladly.
Technical Consulting
Learn how to utilize the Gladly APIs, Gladly SDKs, and/or Gladly Lookup Adaptor to customize your Gladly experience further.
LEARN MOREGrowth and Expansion
Add a new brand, expand to new regions, create an IVR, implement data dips, and more.
LEARN MOREBest Practices
Receive personalized advice and best practices guidance specific to your business needs.
LEARN MORECustom Training
Receive deep-dive, one-on-one training on the Gladly feature of your choice.
LEARN MOREInsight Builder
Learn how to use Insight Builder — or have a Gladly expert build a dashboard on your behalf — to get the most out of Gladly's metrics.
LEARN MORESupport Hours
Gladly Support hours are 6 AM - 6 PM Pacific Time, Monday to Friday. Our team follows modified Support schedule during certain holidays, but you can submit a request anytime. Please use the appropriate priority level when submitting a request.
CONTACT SUPPORT