Scale plan customers get priority routing in our support queue, guaranteed first-response times, and a clear escalation path for critical issues.
< 2 hours
App fully down or checkout broken
< 8 hours
Core feature broken, workaround exists
< 1 day
Feature impaired, limited impact
< 2 days
Questions, how-to, non-urgent requests
Response times are for first human reply, not resolution. See SLA terms for full details.
Starter
Growth
Scale
Submit a ticket from your dashboard. Scale customers are routed to a priority queue. Best for bugs, how-to questions, and general requests.
Mon–Fri, business hoursScale plan customers get a shared Slack channel with our team. Ideal for quick questions, status checks, and async communication.
Mon–Fri, business hoursBook a call with your account manager or a technical specialist for anything that's easier to walk through live than explain in writing.
By appointmentCovered by SLA
First-response time for P1–P4 tickets submitted through official channels
Uptime of MobiDrag's core platform and API services
Priority queue routing so your tickets are seen before standard plan customers
Service credits if guaranteed response times are repeatedly missed
Not covered by SLA
Shopify platform outages or App Store / Play Store distribution delays
Time to resolve an issue — only first response is guaranteed
Issues caused by custom code, third-party integrations, or user error
Support requests submitted outside official channels (e.g., personal DMs)
Full SLA terms are included in the Scale plan contract. Ask our sales team for the complete document.
Priority Support & SLA is included in the Scale plan. No add-on fees, no premium support upgrades.