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Support plans

Buy as much support as you need.

A Flosa subscription is one thing, the support level is another. Every customer gets Basic support free; if you need response times, a service-level guarantee, a dedicated specialist or infrastructure deployment, activate one of the packages; you can upgrade at any time.

Sales plans (licenses) are separate — Pricing →
BasicGet started with general support
Free
No payment required
First responseNo guarantee
Service-level guarantee—
Technical escalation levelForum
Active for everyone
Our pick
GrowthFor growing teams
Price on consultation
per month
First response6 hours
Service-level guarantee99.5%
Technical escalation levelSpecialist
Activate
ProfessionalFast response for serious businesses
Price on consultation
per month
First responseOne hour
Service-level guarantee99.9%
Technical escalation levelSenior specialist
Activate
EnterpriseFor large, high-usage organizations
Price on consultation
per month
First response15 minutes
Service-level guarantee99.99%
Technical escalation levelExpert
Activate
CriticalFor mission-critical, uninterrupted operations
Price on consultation
per month
First response5 minutes
Service-level guarantee99.99%
Technical escalation levelSenior expert
Activate
Prices are monthlyUpgrade at any time; you pay only the difference for the rest of the termIndependent of the sales plan; activated from inside the panel
Full comparison

The packages, row by row.

Every package includes the basic channels (email, tickets, documentation and forum). The difference is in speed, coverage hours, specialist level, live channel and infrastructure deployment.
FeaturesBasicFreeGrowthPrice on consultationProfessionalPrice on consultationEnterprisePrice on consultationCriticalPrice on consultation
Channels
Email and tickets+++++
Guides and training documentation+++++
Discussion forum+++++
Cloud assistant (AI)+++++
Live chat in the panel++++
Phone supportOffice hours+++
Dedicated Telegram / Bale group with the technical team+24/7
Timing and guarantee
First responseNo guarantee6 hoursOne hour15 minutes5 minutes
Coverage hoursOffice hoursOffice hours8:00 to 20:00, every day24/724/7
Service-level guarantee (SLA)99.5%99.9%99.99%99.99%
Service credit if the SLA is breached++
Technical escalation levelForumSpecialistSenior specialistExpertSenior expert
Included services
Customer success managerShared+Dedicated
Online review and training session1 per month2 per monthUnlimited
System health reviewQuarterlyMonthlyWeekly
On-site training at your location1 per yearQuarterly
Test environment (Sandbox)+++
Support with major upgrades++++
Infrastructure deployment for new companies
Phone system (VoIP) and call center setupRemoteOn siteOn site
CCTV camera installation and connectionOn siteOn site
Company email setup on your domain+++
Company fax and SMS setup+++
Attendance hardware and label printer connectionRemoteOn siteOn site
Dedicated live channel

In the Enterprise and Critical packages, our team is inside your group.

A dedicated Telegram or Bale group is created for your company; the customer success manager and the technical specialists are members. You raise the issue right there and it is looked at and guided on the spot, with no ticket and no waiting.

Real-time review during the package's coverage hours (24/7 in Critical)Share screenshots, files and video of the problem; voice replies or an immediate callEvery conversation automatically becomes a ticket so it is recorded in the SLA and reports
SFlosa × Sample Company — Critical support7 members · customer success manager, 2 senior specialists, your team
CFO · Sample CompanyToday's invoices are not going to the Moadian system, it returns a 403 error.10:42
Senior specialist · FlosaI am looking into it. Your Moadian access key expired last night; I will renew it and test within 5 minutes.10:43
Done ✓ 18 pending invoices were submitted. Ticket #4821 was logged for the record.10:47
Infrastructure deployment

For newcomers, we set up the infrastructure too.

In Professional and above, the Flosa technical team installs the company's communication systems and connects them to the relevant apps; in Enterprise and Critical, at your location.
Phone system and call centerVoIP installation, extensions, queues and call recording; connected to the call center app and the customer record.Professional: remote · Enterprise and Critical: on site
CCTV camerasCamera installation and configuration, connected to the video monitoring app with role-based access.Enterprise and Critical: on site
Company emailEmail on your domain with DKIM/SPF, shared mailboxes and a connection to the inbox.Professional and above
Fax, SMS and hardwareCompany fax and SMS, an attendance device and a warehouse label printer; ready for day one.Professional and above
Support questions

What people usually ask.

Which package is right for us?15 minutes with the customer success team

The license (trial, full, enterprise) determines which apps and how many users you have. The support plan determines how fast, from what level of specialist and with what services you get answers. The two are chosen separately and any combination is possible.

The maximum time from submitting a request until a specialist starts working on it, during the package's coverage hours. For example, in the Professional package, every ticket gets a senior specialist within one hour at most.

Upgrade at any moment from inside the panel; you pay only the difference for the rest of the term. A downgrade takes effect from the start of the next term.

In the Enterprise and Critical packages, a dedicated group is created for your company, with the customer success manager and the technical specialists as members. The issue is reviewed and guided right there, and it automatically becomes a ticket to be recorded in the SLA.

We handle installation, configuration and connection to Flosa; buying the hardware (phones, cameras, attendance devices) is up to you, or it can be sourced through us with a written proposal.

Start with Basic; upgrade whenever you need to.

Activation from inside Flosa, in seconds. Changing the package is also done there, with no call.

Start freePackage selection consultation