Support for Chat-Native Customers
Chat-Native is purpose-built for enterprise commerce teams. Our AI agents engage shoppers, resolve service requests, and surface insights across channels. This page outlines how to reach us, what you can expect from each support tier, and resources to help your team stay productive.
How to Reach Us
Support Desk
Email support@chat-native.com for incident response, configuration questions, and general guidance. We respond within the SLA defined by your plan.
Status & Maintenance
Subscribe to status.chat-native.com for live platform updates, incident history, and maintenance calendars.
Dedicated Channels
Enterprise and Premier plans can request a shared Slack Connect channel or Teams bridge with the Chat-Native success crew for faster collaboration.
Support Plans
All plans include platform uptime commitments, security monitoring, and access to documentation. Enhanced tiers add faster response targets, a named technical account manager, and proactive optimization sessions.
Standard
- Response within 8 business hours
- Email ticketing support
- Knowledge base, implementation guides, and release notes
Enterprise
- Response within 2 business hours
- On-call escalation for P1 incidents
- Quarterly account reviews and roadmap previews
- Optional Slack Connect collaboration
Premier
- Response within 30 minutes, 24x7 for critical issues
- Named technical account manager + solution architect
- Joint incident postmortems and playbook updates
- Customized AI safety and compliance workshops
What We Need From Your Team
- Primary points of contact for business, technical, and security matters.
- Access to relevant systems (commerce, ticketing, messaging) for diagnostics.
- Timely confirmation when incidents are resolved or when additional assistance is required.
- Notification of major catalog, policy, or infrastructure changes that may impact deployed agents.
Additional Resources
- Product documentation: API references, channel adapters, security controls, and deployment checklists.
- Chat-Native Academy: Enablement curriculum for merchandisers, care leaders, and technical teams.
- Incident response handbook and data processing agreements are available through your account team.
- User data deletion instructions: How to request account or shopper data removal from Chat-Native.