Email Support
What counts as an email interaction?
An email interaction includes initial customer inquiry and all related follow-up correspondence within a 24-hour period.
How do we count interactions?
- The 24-hour window begins when our team sends the first response to an inquiry
- All correspondence about the same issue within this 24-hour period counts as one billable
interaction - Any communication received after the 24-hour window initiates a new billable interaction
- Different topics, even in the same email thread, may count as separate interactions
- Automated acknowledgments don’t count against your monthly quota
Example: If we respond to customer’s email on Monday at 2:00 PM, all related exchanges until Tuesday at 2:00 PM count as one interaction. Communications after this window count as new billable interactions.
$700
/month
Seed
All plans require a one-time $99 Onboarding/Training fee and a $39.99 Setup Fee
- Volume: 50 emails per month
- Rate: $14.00 per email
- Overage: $14.00 per additional email
- Benefits:
- Standard response time (within 24 hours)
- Basic email templates
- Weekly volume reports
- Standard ticket categorization
- 30-day email retention
- Coverage: Monday-Friday 9 AM-4 PM EST
$1,200
/month
Essential
All plans require a one-time $99 Onboarding/Training fee and a $39.99 Setup Fee
- Volume: 100 emails per month
- Rate: $12.00 per email
- Overage: $14.00 per additional email
- Benefits:
- Standard response time (within 24 hours)
- Basic email templates
- Weekly volume reports
- Standard ticket categorization
- 30-day email retention
- Standard business hours coverage
$1,650
/month
Growth
All plans require a one-time $99 Onboarding/Training fee and a $39.99 Setup Fee
- Volume: 150 emails per month
- Rate: $11.00 per email
- Overage: $14.00 per additional email
- Benefits:
- Enhanced response time (within 12 hours)
- Custom email templates and signature options
- Weekly analytics (resolution time, categorization)
- Basic SLA (Service Level Agreement) reporting
- Email thread archival for 60 days
- Standard business hours coverage
- Basic ticket prioritization system
$2,000
/month
Signature
All plans require a one-time $99 Onboarding/Training fee and a $39.99 Setup Fee
- Volume: 200 emails per month
- Rate: $10.00 per email
- Overage: $12.00 per additional email
- Benefits:
- Priority response time (within 8 hours)
- Comprehensive email analytics with trend analysis
- Custom email workflows with automated routing
- Email thread archival for 120 days
- Priority escalation channels
- Quality assurance reviews (4 per month)
- Monthly performance review meeting
- Standard Business hours coverage
$2,550
/month
Pinnacle
All plans require a one-time $99 Onboarding/Training fee and a $39.99 Setup Fee
- Volume: 300 emails per month
- Rate: $8.50 per email
- Overage: $12.00 per additional email
- Benefits:
- VIP response time (within 4 hours)
- Dedicated email specialists familiar with your business
- Advanced customization of email workflows with business logic
- Email thread archival for 180 days
- Enterprise-grade SLA with guaranteed performance metrics
- Comprehensive quality assurance program (8 reviews per month)
- Bi-Weekly strategy sessions with account management
- Standard business hours coverage
- Advanced routing capabilities with intelligent prioritization
- Detailed performance analytics with custom dashboards
$1,650
/month
Growth
All plans require a one-time $99 Onboarding/Training fee and a $39.99 Setup Fee
- Volume: 150 emails per month
- Rate: $11.00 per email
- Overage: $14.00 per additional email
- Benefits:
- Enhanced response time (within 12 hours)
- Custom email templates and signature options
- Weekly analytics (resolution time, categorization)
- Basic SLA (Service Level Agreement) reporting
- Email thread archival for 60 days
- Standard business hours coverage
- Basic ticket prioritization system