Enterprise Support Model
📅 Last reviewed: February 2026
Tiered support with defined SLAs, severity-based escalation, and dedicated success management for regulated industry deployments.
Support Tiers
Standard Support — included with all subscriptions. Business hours coverage (Sunday–Thursday GCC, Monday–Friday UK/India). Email and in-platform ticketing. 8-hour response for P1, 24-hour for P2.
Premium Support — 24×7 coverage with phone escalation. 1-hour response for P1, 4-hour for P2. Dedicated Technical Account Manager. Quarterly health checks and optimization reviews.
Enterprise Support — everything in Premium plus named support engineers, custom SLAs, on-site support availability, priority access to product roadmap, and executive escalation path to WeSoar CTO.
Severity Matrix
| Severity | Definition | Response (Standard) | Response (Premium) |
|---|---|---|---|
| P1 — Critical | Platform unavailable or data integrity issue affecting all users | 8 hours | 1 hour |
| P2 — High | Major feature degraded, workaround available | 24 hours | 4 hours |
| P3 — Medium | Minor feature issue, no business impact | 48 hours | 8 hours |
| P4 — Low | Enhancement request or cosmetic issue | 5 business days | 2 business days |
Customer Success
Every enterprise customer is assigned a Customer Success Manager who conducts quarterly business reviews, monitors adoption metrics, provides best-practice guidance, and coordinates feature requests with the product team. Success managers have deep domain expertise in GCC HR practices and regulatory requirements.
Frequently Asked Questions
What support coverage does WeSoar offer?
Standard (business hours), Premium (24×7), and Enterprise (24×7 with named engineers and custom SLAs). All tiers include email and in-platform ticketing.
What is the P1 response time?
1 hour for Premium/Enterprise, 8 hours for Standard. P1 covers platform unavailability or data integrity issues affecting all users.
Do we get a dedicated success manager?
Yes. Enterprise customers receive a named Customer Success Manager who conducts quarterly business reviews and monitors adoption metrics.
