Basic Support

Our Basic Support is included with all Launch subscriptions to the Sandbox App Builder. This tier is perfect for autonomous learners and merchants that enjoy being hands-on at every step of the process.

With Basic Support, you can expect:

  • Response to all chat support within 3 business days

  • Onboarding checklist to walk you through from signing up, to connecting your store and publishing your app

  • Access to our searchable resource guide with in-depth documentation, best practice guides, and video walkthroughs

Basic Support also includes:

  • In-app chat support

  • Self-serve resources and documentation

  • Extensive and consistently updated FAQ

  • Onboarding checklist for publishing your app

  • Searchable knowledge base and resource library

  • Apps updated and tested on a weekly basis

Advanced Support

Our Advanced Support is designed for merchants who love to have a single point of contact that they can consistently and reliable talk with over the phone or video conference. This tier starts at $249/month and can be canceled at any time.

With Advanced Support, you can expect:

  • A dedicated Customer Success Specialist

  • Consultations for best practices in designing, promoting, and leveraging app performance

  • Continuous support to ensure your store is meeting goals and that you’re getting the most out of your mobile app

Advanced Support also includes:

  • One-on-one support from a dedicated customer support specialist

  • Prioritization for bug fixes and new feature requests

  • Beta invite to new features

  • Response to chat support within 1 business day

  • Check-in calls to review goals and open cases

  • Up to 5 billable hours of service from your Customer Success Specialist

Enterprise Support

Our Enterprise support is perfect for merchants who want a hands-off experience with the peace of mind that their mobile app is being handled by professionals. From setup, integrations, and designing, our team will take care of everything your app needs to be successful.

This tier is for enterprise customers - reach out to your customer success specialist for a quote.

With Managed App support, you can expect:

  • Dedicated App Specialist, with expertise in everything from marketing your app to optimizing push notification campaigns and everything in between.

  • Scheduled meetings and follow-ups to understand merchant goals, and ensure your mobile app performance is hitting key metrics

  • Top tier quality assurance at every step in the road with a 3 part action plan for any requests

Managed App Support also includes;

  • A dedicated App Specialist will be assigned to your account

  • Invites to Testflights and APKs ahead of weekly app publishes

  • Phone and video support from your App Specialist

  • Response to chat support with 2 business hours

  • Track engagement and revenue with recommended improvements

  • Rolling scheduled check-ins

  • Every design update and seasonal campaign is managed

  • Dedicated billable hours of service from your App Specialist

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