For Apps by Certified Code from Wix App Market, the following SLAs apply.
Update: Mar 10, 2024 - We are enforcing service SLAs strictly due to the high volume of requests.
| Non-paid user (including trial) | Paid users (any plan) | Paid users - Elite plan | Elite+ |
First Response Time |
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Priority 1 | - | 18 hours | 8 hours | Custom SLA |
Priority 2 | - | 24 hours | 12 hours | Custom SLA |
Priority 3 | Up to 7 days | 48 hours | 24 hours | Custom SLA |
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Channels |
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☑️ | ☑️ | ☑️ | ☑️ | |
| ☑️ | ☑️ | ☑️ | |
Meetings |
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| ☑️ | ☑️ |
Dedicated conversation channel |
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| ☑️ |
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Benefits |
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Dedicated onboarding expert |
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| ☑️ | ☑️ |
Optimization sessions |
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| ☑️ | ☑️ |
First Response Time
Priority 1: Severe Business Impact where most Business operations are down. Example: All features down, Multiple departments affected.
Priority 2: Big Business Impact where crucial systems are affected. Example: Partial outage (Site not sending emails)
Priority 3: Minor Business Impact where the impact is limited. Example: Any general questions, single sample issues.
Dedicated conversation channel
Your dedicated escalation channel will be a private channel between you and our support team to bypass our standard support queues.