Support Plans
Standard Plan
$30
Per Month
Business
$500
Per Month
Enterprise
From $1500
Per Month
Support SLA
Guaranteed response time P1
Within 24 hours
Within 2 business hours
Within 1 hour (24x7)
Guaranteed response time P2
Within 24 hours
Within 6 business hours
Within 2 business hours
Guaranteed response time P3
Within 48 hours
Within 12 hours
Within 3 business hours
API status Notifications
Web support
Live Chat support
Video Call Request
Within 48 business hours
Within 12 business hours
Within 3 business hours
Technical account manager
Quarterly status review
Prices do not include VAT, this is determined based on your billing country.
Priority Level Definition: https://help.channex.io/en/articles/8279177-channex-support-time
1. Support Credits. If Channex's average response time in a calendar month for a priority level exceeds such priority level’s corresponding guaranteed response time for the applicable support plan (each, a “Missed Guaranteed Response Time”), you are eligible for a credit equal to the amount you paid for the applicable support plan for such calendar month (each, a “Support Credit”). In order to receive a Support Credit, you must notify Channex of your eligibility by creating a support ticket with Channex Customer Support at. The support ticket must be received by C within thirty (30) days from the last day of the calendar month in which a Missed Guaranteed Response Time occurs. The Support Credit is C entire liability to you, and your sole and exclusive remedy, for any Missed Guaranteed Response Times. Any Support Credits will be applied to your account and are not available in the form of refunds.
2. Exclusions. These support plans and terms do not apply to (a) alpha, beta, not generally available, limited release, or developer preview products and services or services provided by OTA channels; (b) any products and services, or versions thereof, that are no longer available or supported.
3. Updates. Channex may update these support plans and terms from time to time. The then-current version of these support plans and terms is available here
Priority Level Definition: https://help.channex.io/en/articles/8279177-channex-support-time
1. Support Credits. If Channex's average response time in a calendar month for a priority level exceeds such priority level’s corresponding guaranteed response time for the applicable support plan (each, a “Missed Guaranteed Response Time”), you are eligible for a credit equal to the amount you paid for the applicable support plan for such calendar month (each, a “Support Credit”). In order to receive a Support Credit, you must notify Channex of your eligibility by creating a support ticket with Channex Customer Support at. The support ticket must be received by C within thirty (30) days from the last day of the calendar month in which a Missed Guaranteed Response Time occurs. The Support Credit is C entire liability to you, and your sole and exclusive remedy, for any Missed Guaranteed Response Times. Any Support Credits will be applied to your account and are not available in the form of refunds.
2. Exclusions. These support plans and terms do not apply to (a) alpha, beta, not generally available, limited release, or developer preview products and services or services provided by OTA channels; (b) any products and services, or versions thereof, that are no longer available or supported.
3. Updates. Channex may update these support plans and terms from time to time. The then-current version of these support plans and terms is available here
