Getting the right support makes all the difference. Whether you're just getting started with ActivTrak or managing a large enterprise deployment, our support plans are designed to meet you where you are. From 24/7 access to our Help Center and Academy to a designated Technical Account Manager, we're here to help you succeed with workforce analytics.
New Support Plans
| Digital | Premier | Signature | |
|---|---|---|---|
| 24/7 Access to Knowledge Base | yes | yes | yes |
| Basic Support | yes | yes | yes |
| Advanced Support | no | yes | yes |
| Annual Technical Health Check | no | yes | yes |
| Onboarding Support | Virtual | Premier | Signature |
| Priority Ticket Queue | no | yes | yes |
| Technical Account Manager | no | no | 25hr / month |
| Custom case routing | no | no | yes |
| Custom status page | no | no | yes |
| Custom Root Cause Analysis (RCA) | no | no | yes |
| Live Chat Support |
Mon-Fri 8am-6pm CT |
Mon-Sun 8am-6pm CT |
24x7 |
| Email Support |
Mon-Fri 8am-6pm CT |
Mon-Fri 8am-6pm CT |
Mon-Fri 8am-6pm CT |
| Average Email Response Time | <12 hr | <8 hr | <4 hr |
Legacy Support Plans
Started with ActivTrak before April 20, 2026? Your support plan works a little differently. Below you'll find the details of the Digital, Premier, and Signature plans available to customers who began their subscriptions before this date.
Support plan availability
- Free Plan: No support plan available
- Paid Plans with <50 licenses: Digital Support is included by default
- Paid Plans with 50+ licenses: Premier or Signature Support plan is required
Adoption assurance
| Digital | Premier | Signature | |
|---|---|---|---|
| 24x7 Online Access to Onboarding, Learning Materials & Help Center | yes | yes | yes |
| Technical Configuration & Tuning | yes | yes | yes |
| Live Stakeholder Training |
no |
yes 2 Sessions |
yes 4 Sessions |
| Planning Workshop | no | yes | yes |
Technical support (ongoing)
| Digital | Premier | Signature | |
|---|---|---|---|
|
24/7 Access to the ActivTrak Help Center |
yes | yes | yes |
|
24/7 Access to the ActivTrak Academy |
yes | yes | yes |
| 24/7 Live Chat | no | no | yes |
|
Weekday Live Chat Support (M-F 8 am - 6 pm CT) |
yes | yes | yes |
|
Weekend Live Chat Support (Sat. & Sun. 8 am - 6 pm CT) |
yes | yes | yes |
|
Email Support (M-F 8 am - 6 pm CT) |
yes Avg. response time < 12 hrs. |
yes Avg. response time < 8 hrs. |
yes Avg. response time < 4 hrs. |
|
Phone & Remote Support (Available for open cases) |
yes | yes | yes |
| Annual Technical Health Check | no | yes | yes |
| Dedicated Technical Account Manager (TAM) | no | no | yes |
| Priority Ticket Routing | no | no | yes |
| Integration Support & Customized BI Dashboards | no | no | yes |
Advisory support (ongoing)
| Digital | Premier | Signature | |
|---|---|---|---|
| Customer Success Team | no | yes | yes |
| Business Reviews | no | yes | yes |
| Training Vouchers | no |
yes 2 Vouchers |
yes 4 Vouchers |
|
External Productivity Benchmark Comparison |
no | yes | yes |
|
Expert Insights into Your Productivity Trends |
no |
yes 2 Productivity Snapshots |
yes 2 Productivity Assessments |
| Insights to Action Workshop | no | no | yes |