Sequel.io offers comprehensive support tailored to your needs, with a dedicated team located across the US and EU to ensure global time zone coverage. Regardless of your plan, you'll always have access to onboarding calls, real-time support from experienced team members, academy videos, and workshops designed to enhance your experience with Sequel.io.
Support Resources per Plan
Growth Plan (Standard Support)
Initial onboarding call with a Customer Success (CS) team member to discuss your goals and strategy
Access to dedicated documentation and step-by-step implementation guides
In-App Support: Initiate a chat session through the chat widget located in your Sequel.io Dashboard or within our Help Center.
Email: Send your queries or issue descriptions to CSM or support@sequel.io
Response Times Expectations:
Not-Urgent - 3-5 days
Urgent - within 24 hours
Business Plan
Dedicated Customer Success Manager (CSM)
Dedicated Slack channel
Comprehensive onboarding including kickoff calls, speaker training, dry runs, Quarterly Business Reviews (QBRs), and strategic meetings
Priority technical support, including assistance from technical engineers for custom integrations
24/7 phone support available during live events
Response Times - When reaching out, please let us know how any hard timelines affected by the issue. We'll always try to help you as soon as possible
Non-Urgent - within 24 hours
Urgent -
Live: For live event support, please use the live hotline number for immediate assistance.
Slack: Tag your CSM in channel
Enterprise Plan
Multiple dedicated Customer Success Managers assigned by region
Monthly Business Reviews (MBRs) for strategic alignment and optimization
Direct engineering support for custom implementations and integrations
White-glove services for campaign creation, execution, and deployment
Priority, around-the-clock assistance tailored to enterprise needs