Squivr Support & FAQ
Standard Support includes next-business-day email support, help with standard configurations, and full access to the Squivr Support Site.
Premium Support adds 4-hour response times, priority handling, advanced configuration support, and optional live training—recommended for teams with 25+ users or complex needs.
Standard Support Plans
Squivr offers two support tiers: Standard and Premium.
Standard Support is included with all subscriptions and is designed to help your team succeed with core Squivr functionality. It includes:
Access to the Squivr Support Site with comprehensive documentation, how-to guides, and troubleshooting resources
Email-based support during normal business hours
Standard next-business-day response times
Assistance with standard, out-of-the-box configurations
Non-tiered ticket handling (all tickets are managed equally without priority escalation)
Premium Support builds on everything in the Standard plan, adding benefits such as faster response times, advanced configuration support, a designated support channel, and access to proactive services.
Premium Support Plan
The Premium Support plan includes all the benefits of the Standard plan, plus a range of enhanced services designed for growing teams and complex environments. It is ideal for organizations with over 25 users or those using custom or business-critical implementations of Squivr.
Premium Support includes:
All Standard plan benefits, including access to the Squivr Support Site and email-based assistance
4-hour response time during normal business hours
Tiered support with prioritized case handling and faster escalation
Support for standard, custom, and complex configuration cases
New Feature Reviews to help you understand and adopt newly released capabilities
Proactive Case Monitoring to catch and address potential issues early
A designated support channel (e.g., Slack or Teams) for faster, more direct collaboration
Optional live training sessions, including user or admin training at the start of your subscription or upon request
Recommended for:
Organizations with more than 25 users or those with advanced, customized, or mission-critical Squivr deployments.
Support Plans FAQ
Does Squivr Support provide any hands-on assistance for helping us build out or customize Squivr?
Our team of skilled technical experts will provide thorough guidance to make your team successful with such configurations. Our Premium plan includes assistance for standard customizations (such as those documented on our Support Site) and more advanced services.
Do any of the Squivr support plans include help with implementation?
Our support plans are designed to help you after you have implemented Squivr. However, we do offer implementation services depending on the scope of the project. Please reach out and contact us at support@squivr.com for more information.
Do any of the Squivr support plans include Admin training?
Yes, we include Admin training at the beginning of your subscription to ensure your team is set up for success. Additional training resources are available on our Support Site. If you have questions email support@squivr.com.
Do I buy it one time and have it for life?
Premium Support is an annual plan, paid for at the same time as your Squivr license(s) renewal.
Can I cancel at any time?
If you decide that a paid Squivr support plan isn’t for you, please let us know in advance of your next renewal date.
What are the key differences between the different Squivr support plans?
Squivr offers two types of support plans: Standard and Premium. The Standard plan is provided for all customers and includes access to the Squivr support site, email support, and standard ticket response times. The Premium plan includes everything in the Standard plan plus additional services such as New Feature Review, Proactive Case Monitoring, Advanced Configuration Support, and a designated support channel. We help you tackle even the most complex requests with combined expertise.
Is Squivr Support available 24/7?
Currently, Squivr Support operates during standard business hours based on your region. Our Premium plan offers faster response times and prioritization for urgent issues, but we do not offer around-the-clock support at this time.
How do I escalate a support issue if it's urgent?
For further assistance, please contact us at support@squivr.com.
Do support plans include end-user training or enablement sessions?
Premium support subscribers have the option to schedule a 45-minute live enablement session. In addition, we offer recorded sessions and self-guided resources through the Support Site. For team-specific workshops or additional training needs, contact your Account Executive.
How do I upgrade from Standard to Premium Support?
You can upgrade to Premium Support at any time during your contract. Email support@squivr.com, and our team will guide you through the process, pricing, and expected timelines for activation.