Tier 1
Standard with all Entry plans
- 3 Business Day Response Time
- Support Channel: Email, and Customer Portal
- Account Changes $100/hr
- On-Call Updates: Customer-administered through customer portal
- Programming Queue Priority: Standard
Tier 2
Standard with all Enhanced plans
- 2 Business Day Response Time
- Support Channels: Email and Customer Portal
- Account Changes $100/hr
- On-Call Updates: Customer-administered through customer portal
- Programming Queue Priority: Standard
Tier 3
Standard with all Enterprise plans
- 2 Business Day Response Time
- Support Channels: Email and Customer Portal
- Account Changes $100/hr
- Annual Service Review Meeting
- On-Call Scheduling: Customer-administered through customer portal
- Optional: Telelink Managed On-Call Schedule Updates at $100/each
- Programming Queue Priority: Standard
Premium
Available upgrade to all service plans at $1,150/month
- 1 Business Day Response Time
- Support Channels: Email, Phone, or Customer Portal
- 2 hours of account changes included. Additional changes are $100/hr
- One Monthly Telelink Managed On-Call Schedule Update. Additional Updates $100/hr.
- Programming Queue Priority: Priority 1
- Ai and Automation Consultation: See more below.
- Annual Service Review Meeting: See more below.
- Data Consultation: See more below.
Learn more about exclusive meetings offered in your Premium Support Tier
Ai and automation consultation
A one-on-one session with a Support Representative to analyze your account and make recommendations on features that can reduce costs and improve service to customers through automation and AI.
Annual Service Review
A one-on-one session with a Support Representative to review your account statistics, case history and call flow to highlight any important trends and make recommendations for improvement.
Data Consultation
A one-on-one session with a Support Representative to review your data and reporting, implement out-of-the-box reports, and design custom, automated reports to support business outcomes.
Points of interest for submitting tickets
- On-call updates must be submitted ahead of time based on the initial response time guarantee of your Support Tier.
- Emergency support for critical or service-impacting updates is available 24/7 via a toll-free number. On-call updates submitted at the last minute are not considered urgent and will be processed according to your Support Tier.
Find the support tier that fits your business
Every Telelink service plan is accompanied by a matching support plan. Customers are welcome to upgrade to any support plan if they wish. Your service plan is selected with your salesperson and aligns with the expected call volume for your business. Meanwhile, your support plan is based more on things like sensitivity to response time, frequency of urgent script changes, or interest in specialized custom reporting. Review the options below to find the best fit for your team.
Entry
Customers with an Entry service plan automatically receive a Tier 1 support plan. If your support requirements exceed this tier you can upgrade at the following rates:
- Upgrade from Tier 1 to Tier 2: $100/mo
- Upgrade from Tier 1 to Tier 3: $350/mo
Enhanced
Customers with an Enhanced service plan automatically receive a Tier 2 support plan. If your support requirements exceed this tier you can upgrade at the following rates:
- Upgrade from Tier 2 to Tier 3: $250/mo
Enterprise
Customers with an Enterprise service plan automatically receive a Tier 3 support plan.
Premium
Telelink's Premium support plan is available to all customers as an add-on to any service plan. The Premium Support Tier comes with a one-on-one data consultation with a support representative to review your data and reporting, implement out-of-the-box reports, and design custom, automated reports to support business outcomes.
The Premium Support plan also includes separate one-on-one sessions with a support representative to analyze your account and make recommendations on features that can reduce costs and improve service to customers through automation and ai.