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.
Rockerbox is a software as a service (SaaS) product with a professional service offering available for customers who are in need of additional analysis or reporting support.
Your Customer Success team's focus is to empower and equip your team to leverage Rockerbox to make decisions through personalized training sessions and regular calls with your team based on your support tier.
Any requests for analysis, reporting support, or recommendations will flow to the Rockerbox Professional Services team vs. Customer Success to ensure you have the right support to answer your needs. This includes but is not limited to one-off analysis on changing performance over time, ongoing performance reporting, and one-time cohort and LTV analysis.
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 | ✔ | ✔ |
Resolution Time for Support Requests | 7 business days | 2 business days |
Best Practices & Use Case Expansion calls with CS Team | Monthly | Bi-Weekly |
Shared Slack Channel for Communication | ✔ | |
Professional Services including analysis, reporting support, or insights 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.