Support and SLA

Enterprise workplace support, not a ticket queue

Every enterprise customer gets a named Customer Success Manager, SLA-backed uptime, and an implementation team that stays with you past go-live.

HybridHero customer success team
Multi-site management15 languages supportedSSO readyGDPR compliantAPI access99% uptime SLADedicated CSM30-day migration guarantee

Support tiers comparison

CapabilityStandardBusinessEnterprise
Response time4 hours2 hours30 minutes
Dedicated CSMNoNoYes
Onboarding supportSelf-serveGuidedFull implementation
SLA uptime99%99%99% plus credits
Data exportStandardStandardCustom and scheduled
Custom trainingNoNoYes

Onboarding timeline

1 2 3 4 5 Week 1 Week 2 Week 3 Week 4 Day 30 Discovery and data import SSO and configuration Pilot group rollout Full deployment Migration complete

From contract to fully deployed in 30 days. The Switch Programme applies to migrations from any existing platform.

Your Customer Success Manager

A named person. Not a shared inbox.

Your CSM is assigned before onboarding begins. They run your implementation, train your admins, and stay as your main point of contact after go-live.

  • Assigned before day one.
  • Leads your implementation end to end.
  • Stays post-launch for quarterly reviews.
Dedicated customer success manager

Migrating from another platform?

The Switch Programme migrates your floor plans, user accounts, and integrations in 30 days, guaranteed. We handle the transfer. You do not run two systems in parallel.

See how the Switch Programme works

Talk to our implementation team before you commit.

A conversation about what your rollout actually needs. No sales deck.

Book a demo See the Switch Programme

Frequently asked questions

Do enterprise customers get a dedicated contact?
Yes. Every enterprise customer gets a named Customer Success Manager and named technical contacts, not an anonymous ticket queue.
Does HybridHero offer SLA-backed uptime?
Yes. Enterprise plans include contractual uptime guarantees backed by SLAs, so you have assurance on availability and response times in writing.
What happens after go-live?
Your implementation team stays with you past go-live, so you keep continuity of support as you roll out to more sites and onboard more teams.
How quickly do you respond to issues?
Response times are defined in your SLA and handled by named technical contacts and your Customer Success Manager, so issues are owned by people who know your account.
See all HybridHero FAQs