Pricing · Support & Services

Support & Services pricing

Three support tiers

Standard is included with every platform subscription. Premium and 24x7 are priced into the same quote as the platform license — not a separately negotiated line item.

Included

Standard

Business-hours response, software updates, and self-service resources.

  • Business-hours acknowledgment (your local business hours)
  • Software updates via repositories — security patches and releases
  • Knowledge base, platform documentation, and User Portal docs
  • Community archive access (read-only)
  • Sales-engineering input on architecture questions

Priced into the same quote

Premium

Priority response, a named technical contact, and proactive review.

  • Priority response targets by severity (see SLA table)
  • Named technical contact — not a queue
  • Migration and configuration assistance during onboarding
  • Quarterly platform health and capacity review
  • Direct escalation into engineering for issues we cannot close in tier 1

For mission-critical deployments

24x7

Round-the-clock response with production-critical SLA targets.

  • 24x7 acknowledgment of severity 1 and severity 2 incidents
  • Production-critical SLA targets (see table)
  • Named escalation contacts on call
  • Priority routing for service-affecting outages
  • Includes everything in Premium

SLA targets at a glance

Acknowledgment-time targets by severity and tier. Resolution targets are scoped during contracting based on environment, deployment model, and operational risk profile. Final SLA wording lives in your support contract.

Severity Standard Premium 24x7
Severity 1 — system down Next business day 4 business hours 1 hour, 24x7
Severity 2 — major degradation 1 business day 4 business hours 4 hours, 24x7
Severity 3 — questions, config help 2 business days 1 business day 1 business day
Severity 4 — enhancement requests Tracked Tracked + reviewed for release planning Tracked + reviewed for release planning

How support is sold

Standard support is included with every platform subscription — no separate paperwork. Premium and 24x7 are annual subscriptions, co-termed with the platform license so both renew on the same anniversary. Multi-year terms are available on request, typically for price predictability across a known capacity-growth window.

  • Adding a tier mid-term. Standard → Premium → 24x7 upgrades happen mid-term, prorated to the platform renewal date.
  • Reducing a tier. At renewal. We do not push downgrades through partial-year credits — easier for both sides if changes line up with the renewal cycle.
  • Short-term 24x7 for cutovers. If you need critical-window 24x7 coverage during a deployment or migration but not year-round, we add it to the deployment SOW instead of selling you a 24x7 annual subscription.
  • Major change projects are separate. Migrations, major-version upgrades, and integration work are scoped as services engagements regardless of your support tier — Premium and 24x7 cover operational support, not project delivery.
  • Invoicing. Annual in advance, on the same invoice and anniversary as the platform license. Multi-year terms can be billed annually or upfront.

Professional services and custom development

Engagements scoped during a discovery conversation and priced as T&M or fixed-fee under a written SOW. One SOW per engagement — no retainers, no prepaid hour packs that expire. Ongoing customization runs as a series of SOWs, each scoped to a deliverable, so you only pay for work that ships.

Migrations

From FreePBX, Asterisk PBX builds, 3CX, Cisco BroadWorks, CommandLink, and other legacy platforms. Includes config translation, parallel-run testing, and a defined cutover plan.

Software updates assistance

Major-version upgrades planned and executed on your behalf — pre-upgrade compatibility review, parallel-environment validation, scheduled-window cutover, and post-upgrade verification.

Custom integrations

CRM, business apps, ITSM, billing systems, and in-house tools beyond the ones we ship integrations for out of the box.

Custom development

Custom modules, white-label theming beyond the standard branding controls, custom workflows, custom IVR or dialplan logic.

Architecture review

Pre-deployment review of your sizing, HA design, network topology, SIP trunk arrangement, and operational plan. Output is a written recommendations document.

Training

Admin training, end-user training, contact-center agent training. Delivered remotely or on-site.

AI and Omniagent custom work

Custom voice-intelligence pipelines, custom prompts and guardrails, integration with self-hosted models for air-gapped or sovereignty-sensitive deployments.

How engagement works

Standard or Premium support ticket

File through the customer portal. Premium customers also have a named contact on email and chat for higher-priority items.

Open the customer portal

24x7 escalation

Use the priority hotline and named escalation contacts documented in your contract. The portal is still the system of record — tickets are opened in parallel.

Services and custom development

Start with a scoping conversation. We deliver an SOW with fixed-fee or T&M pricing, then kick off after sign-off. Discovery is no-charge.

Request a scoping call →

Existing customer needing operational help (not pricing)? See the Support page for ticket routing and the customer portal.

FAQ

What is the difference between Standard, Premium, and 24x7?
Standard is business-hours, included with the platform subscription, and adequate for non-critical deployments and evaluation phases. Premium adds priority response, a named technical contact, and proactive reviews — recommended for production deployments. 24x7 adds round-the-clock coverage for severity 1 and 2 incidents — required for mission-critical voice operations where minutes of downtime have direct business impact.
When do I need Premium vs 24x7?
Premium covers most production deployments adequately — most outages and configuration issues are not service-affecting at the second-by-second level. Choose 24x7 when your business model cannot tolerate an outage during off-hours: contact centers running 24x7 operations, healthcare and emergency services, financial trading floors, large UCaaS providers serving multi-region customers.
Can I switch tiers mid-contract?
Yes. Premium and 24x7 can be added or dropped at renewal, and we will also accommodate mid-term upgrades when business needs change (typical case: a customer adds a new line of business that elevates their operational risk). Downgrades wait for renewal.
How is support invoiced?
Annually in advance, on the same invoice and same anniversary as your platform license. Multi-year terms can be billed annually or upfront — your choice. Services are invoiced under each individual SOW, typically a deposit at kick-off and balance at completion for fixed-fee work, or monthly in arrears for T&M.
Who owns the output of custom development work?
You own the deliverables produced under your SOW. Code we develop specifically for you is yours to deploy, modify, and operate. Underlying platform code remains Thirdlane intellectual property. We do not claim derivative rights on output we produce on your contract.
Is custom development available without a support contract?
In most cases no — custom work needs a support relationship for ongoing operation, regression handling, and platform-update compatibility. Discovery conversations about scope, fit, and feasibility are no-charge regardless of support tier.

Ready for a sized quote?

A 30-minute demo covers discovery, model recommendation, a sized quote, and a deployment plan — including support tier and any services scoping.

Request a Demo