Support Plans

More info about our Support Packages

We won't rest until you're satisfied

Your customers rely on you to be there when they need you. Why would you expect any less from us?

Our support team is there to ensure your Hornbill experience is as smooth and trouble-free as possible. With over two decades of experience in designing and developing customer service solutions, we understand better than most what excellent service means.

We aim to keep our support as flexible as our products. As the products are so easy to use, we believe that paying for support should be optional. Of course, should you feel that you would like the assistance of Hornbill professionals there are several options available to you.

Support Packages


Success Plan Included in your subscription
  • Critical Availability Support - 24 x 7 assistance via online reporting for critical service availability issues only
  • Access to Hornbill Community Forums
  • Access to Hornbill knowledge resources
  • 3 named contacts
  • Access to open-source integration tools
  • Access to Hornbill APIs


Most popular

Everything in Essential +
  • Formal Application Support with Defined Service Levels
  • Defined Service Levels
  • Up to 5 named contacts
  • Dedicated Success Team
  • Quarterly service delivery review
  • Priority Incident report
  • 10 hours of Expert Services
  • Multi-instance support
  • Enhance your plan with further Expert Services hours at preferential rates

Concierge Custom

Everything in Premier plus any combination of...
  • Customer Success Manager
  • Dedicated Product Specialist
  • Weekly service delivery review
  • Quarterly Success reviews
  • Pre-Paid Expert Service Days
  • Additional Named Supported Contacts
  • Development escalation priority
  • General Administration
  • Enhance your plan with further Expert Services hours at preferential rates