What support is included?
What SaaS companies need to publish
They are estimating the total cost of adopting you, which includes how much of their own time it will consume.
How customers actually ask it
The same intent arrives in wording your page probably does not use. All of these mean the same thing:
- “What support is included?”
- “do you offer phone support”
- “what are your support hours”
- “is there an SLA”
- “onboarding help”
What a complete answer contains
For SaaS companies specifically, an answer is only complete when it covers all 5:
- 1
Which channels are available on which plan
- 2
Actual response times, and whether they are targets or contractual
- 3
Support hours in a named timezone, with weekend coverage stated
- 4
Whether onboarding or migration assistance is included or paid
- 5
Whether a named contact exists above a certain plan
A worked example
Illustrative — not a real business
Email support on every plan, answered within one working day, 9am-6pm CET Monday to Friday. Better and Best add live chat during those hours. Best includes a named contact and a contractual four-hour first-response SLA.
Which page should own it
Pricing page, expanded on a support page
What silence costs
Teams that have been burned by unsupported software check this before signing. Vagueness reads as 'none'.
More questions SaaS companies get
Related
industry
AI customer support for SaaS companies
SaaS support is dominated by questions your documentation already answers: what a plan includes, whether a feature exists, how an integration works. RubyRep reads your docs, pricing and changelog and answers those on the site, so trial users get unblocked in seconds instead of waiting on a ticket.
term
What is AI customer service?
AI customer service means answering customer questions with a language model rather than a person. The useful implementations are grounded in a specific business's own content; the poor ones let a general model improvise, which produces confident answers that are wrong.
term
What is a knowledge base?
Traditionally a knowledge base is a help centre humans read. For AI support it is the source material a representative answers from — which means an ordinary website, well written, can serve as one without a separate help centre.
Does your site answer this already?
Point RubyRep at your website and ask it this exact question. If it cannot answer, neither can your customers.