Effective July 1, 2026.
Guaranteed Response. Guaranteed response times rely on an inquiry’s priority level. Your most critical issues will immediately move to the top of the list.
Dedicated Technical Account Manager. A dedicated Technical Account Manager who knows your setup and history, so no time is wasted on fixing problems that come up.
24×7 Phone and Email Support. If your mission-critical services need immediate 24×7 support, we have a support plan built for you. Contact our support team via email anytime, any day for urgent help at support@botdoc.io.
** For the Platinum Support Plan, where Botdoc assigns a dedicated Technical Account Manager, please note that this is a long-term engagement with a minimum of 12 months commitment.
| Developer | Gold | Platinum | |
|---|---|---|---|
| Price per Month | Free | $1,000 | $2,500 |
(Guaranteed response times are based on priority levels)
| Ticket Priority | Developer | Gold (Response Times) | Platinum (Response Times) |
|---|---|---|---|
| P1 — Business Critical | N/A | Within 1 business hour | Within 1 hour (24×7) |
| P2 — Business Critical | N/A | Within 2 business hours | Within 2 business hours |
| P3 — Degraded Service | N/A | Within 4 business hours | Within 4 business hours |
| P4 — General Issue | Yes | Within 8 business hours | Within 8 business hours |
| Email Support (business hours) | Yes | Yes | Yes |
| Email & Phone Support (24×7) | No | No | Yes |
| Technical Account Manager | No | No | Yes |
| Support Escalation Line | No | No | Yes |
The monitoring service reports of availability are available at https://status.botdoc.io/.
Notice: Botdoc Support team works standard business hours in the Americas. For full details, please see Botdoc Support Business Hours.
** For the Platinum Support Plan, where Botdoc assigns a dedicated Technical Account Manager, please note that this is a long-term engagement with a minimum of 12 months commitment.
Default Uptime Target: 99.9% monthly availability.
Botdoc targets a monthly uptime of 99.9% across the Botdoc Services (the “Service Level Target”). The Service Level Target excludes:
No service credit, refund, or other monetary remedy applies to a missed Service Level Target. If Botdoc materially and persistently fails to meet the Service Level Target, Customer’s exclusive remedy is to terminate the affected Order Form for cause in accordance with the applicable Customer Agreement (Botdoc Master SaaS Agreement, Botdoc Corporate Terms of Service, or other governing agreement), following Botdoc’s failure to cure within the cure period set forth therein.
Different SLA targets and remedies may apply where expressly agreed in writing in a separate Botdoc Master SaaS Agreement, Order Form, or addendum signed by both parties. In the event of any conflict between this page and a signed customer agreement, the signed customer agreement controls.
For real-time monitoring of Botdoc service availability, see https://status.botdoc.io/.
Support inquiries and ticket submission: support@botdoc.io
Questions about support plans, pricing, or enterprise SLA arrangements: support@botdoc.io with a copy to your Botdoc Account Manager.