Rockerbox Support Offering
Below you will find Rockerbox's support offering. This is designed to ensure you are equipped to best leverage Rockerbox to answer your priority use cases.
We do, however, have a professional services team that can help with optimization and reporting guidance as required! Please contact your CSM for more details.
Standard Support | Premium Support | |
Onboarding | ||
Dedicated Onboarding Team | ✔ | ✔ |
Custom Onboarding Portal | ✔ | ✔ |
Technical Implementation Working Sessions | * Up to 3 hours | * Up to 10 hours |
Training | ||
Self-guided Training & Webinars | ✔ | ✔ |
Post-Onboarding 30 min Platform Walkthrough | ✔ | ✔ |
Post-Onboarding 30 min Use Case deep dive | 2 | 3 |
New Hire Training | Self-Guided | 2 per quarter |
Ongoing Support | ||
In-app chat support & support email alias | ✔ | ✔ |
Help Center | ✔ | ✔ |
Dedicated Customer Success Manager | ✔ | ✔ |
Dedicated Support Contact | ||
Resolution Time for Support Requests | 5 business days | 2 business days |
Best Practices & Use Case Expansion calls with CS Team | Monthly | Bi-Weekly |
Shared Slack Channel for Communication | ||
Professional Services not included | ||
Price | Included | Custom |
Rockerbox also provides Pooled Support options at a lower rate. Please inquire for more details.
** This is entirely dependent on your site architecture, marketing mix, and the amount of time you have to dedicate to Rockerbox onboarding.
For example, if tracking conversion activity via GTM pixels you must meet the requirements here. If you do not, you should expect onboarding to take more time.