SLA & SUPPORT·Effective January 1, 2026

Support that scales with your players

Every Theymes plan includes platform monitoring and email support. Upgrade your support tier for faster response times, dedicated account management, and proactive services.

View live uptime
Starter
Included
with all paid plans
Min. term: —
Growth
From 500 €/month
or 8% of monthly spend
Min. term: 1 month
Scale
From 1,500 €/month
or 10% of monthly spend
Min. term: 6 months
Enterprise
Custom
Contact sales
Min. term: 12 months
Starter Growth Scale Enterprise
Support Coverage
Support availabilityBusiness hoursExtended hours24/524/7/365
Support channelsEmailEmail + Chat + SlackEmail + Chat + SlackEmail + Chat + Slack + Phone
Shared Slack channel—
Direct to core team
Technical phone escalation———
Service credit eligibility—
Account Management
Onboarding supportSelf-serveGuidedHands-onHands-on
Technical Account Manager——Named TAMNamed TAM
Business reviews——AnnualQuarterly
Proactive Services
Platform health checks—L1L1, L2L1, L2, L3
Integration review & planning——IncludedIncluded
Disaster recovery planning——Best practicesCustom DR plan
Custom incident RCA———
L1 = Static analysis of services  ·  L2 = Signal detection in logs & metrics  ·  L3 = Architectural review
Need a custom SLA?
Enterprise customers can negotiate custom uptime commitments, response time guarantees, and dedicated support structures.
Talk to Sales →

Ready to leave legacy support systems behind?

Hands-on 30min demo

Book a short session with us and we’ll show you how our AI-driven knowledge base can instantly cut down repetitive player questions and keep your team focused on what matters.

No commitment trial

We'll run a no-commitment trial based on your player issues and show you how our system can handle real player tickets. You keep the insights, no strings attached.

All channel support

We work side by side with your team, supporting every channel players use; in-game, web, email, and even Discord. Together we build player support that feels natural, fast, and future-proof.