More Than Just Support. Why UniTalk’s Paid SLA Plans Are an Investment in Your Business’s Stability

Every business that works with customers knows that stable communication is the foundation. Any failure or delay can cost lost deals and reputation. Standard technical support is excellent for basic tasks, but what do you do when every minute counts and processes require proactive control?

This is why we created the extended Silver and Gold support plans. These are not just “faster responses” but a comprehensive service that works to prevent problems and ensure the uninterrupted operation of your communications. Let’s take a detailed look at the advantages you gain by investing in the stability of your business.

• 📩 FREE: Provided to all clients by default. It includes 24/7 technical support in a general queue for resolving standard issues.
• 🥈 SILVER (new price — 100 USD/month): You get priority request handling and access to a chat with a team of managers (account, operational, commercial) who know the specifics of your project and assist with setups.
• 🥇 GOLD (new price — 500 USD/month): Your requests receive top-priority status and access to a chat with L2 support engineers for the fastest resolution of complex technical issues. The plan also includes 4 hours per month for additional work: from custom development and voice bot/agent setup to complex automation scenarios and speech analytics configuration.

Paid support is not just about solving problems, but preventing them. It’s a partnership where we think one step ahead to ensure your business runs without interruption.

What Do the Silver and Gold Plans Have in Common?

Regardless of the chosen plan, you get key benefits that take the service to a new level:

• Maximum reaction speed: Your requests don’t go into a general queue. They are prioritized, which guarantees predictable and fast resolution times.
• Proactive approach: We not only react to problems but also prevent them. You will be informed in advance about global updates, technical maintenance, and potential risks, allowing you to avoid unexpected downtime.
• In-depth knowledge of your project: Our team is already familiar with the logic and architecture of your setups. We don’t need time to study the context — we start working on the task immediately.
• Increased credit limit: Paid plans provide an increased credit line, making financial interactions with UniTalk more convenient and flexible.
• 24/7 Support: Our team is available without weekends or holidays. You can ask for help at any time of the day.

The SILVER Plan: Your Reliable Partner for Daily Tasks

The Silver plan is designed for businesses that need confidence, prompt assistance with setups, and personal attention.

Key advantages:

• Priority request handling: Your requests are processed with priority after Gold clients. This ensures tasks are resolved without long waits (response time up to 15 minutes).
• A single chat with a team of managers: You get access to a private chat with your account managers, operational managers, and their team leads. All communication happens in one place, which prevents information loss and speeds up interaction.
• Full project support: We help your employees set up their workstations (SIP lines and softphones), monitor key stability indicators, and assist in creating backup scenarios in case of failures.

Although there are no engineers in the Silver chat, the management team interacts directly with the technical department and forwards all requests without delay, ensuring a perfect balance between speed and personal attention.

The GOLD Plan: A Strategic Advantage for Mission-Critical Processes

The Gold plan is the maximum level of service for businesses where communication stability directly impacts revenue, and any downtime is unacceptable.

Key advantages:

• Top-priority request handling: Your tasks are our #1 priority. This guarantees the fastest response time on the market — up to 5 minutes, and in fact, an average of 120 seconds.
• Direct access to L2 engineers: The main advantage is a private chat where, in addition to managers, key technical specialists and L2 engineers are present. You get direct access to experts capable of solving the most complex tasks without intermediaries.
• Priority development: Your requests for feature enhancements receive the highest priority. You can implement necessary functions faster than others and adapt the platform to your unique processes.
• Exclusive access to innovations: GOLD clients are the first to learn about new products and platform capabilities. You receive invitations to closed beta tests and can try new solutions for free before their official release.

The Gold plan is a strategic partnership format in which we not only support but help your business stay one step ahead.

Conclusion

Choosing a support plan is choosing a level of confidence in your business’s stability. Whether you need basic assistance or seek a proactive partnership that minimizes risks and opens up new opportunities, UniTalk is ready to offer a solution that meets your specific goals.

To choose the optimal support plan, please contact your personal manager.