Bronze	Silver	Gold
Availability		M-F, 8am to 5pm Pacific	M-F, 8am to 5pm Pacific	M-F, 8am to 5pm Pacific
	Knowledge Base
	Webinars
	QuickStart 1-on-1 Setup	Available	Available	Available
	E-mail Support
	Standard Phone Support
	E-mail Support Queue	Standard	Premium	Premium
	Premium Phone Support
	Email and Standard Phone Target Grade of Service	24 hours	Within 2 bus. hours	Within 2 bus. hours
	Premium Phone Target Grade of Service			Within 2-3 bus. hours
Price		Included for Free!	$99/month	$299/month

Definitions:

• Knowledge Base: Shipwire provides a detailed online help center that can be accessed from inside your account.
• E-mail Support: A support ticket can be opened by any account owner of record by logging into your account, selecting “help” and creating a support ticket.
• Premium Queue: Shipwire offers tiers of support outlined above. Each tier of support has a service level for the ticket to be picked up. Please note that the service levels are not to resolve the issue to close; but to begin processing the issue being escalated.
• Premium Phone Support and Service Levels: The premium phone support queue allows the premium support subscriber to contact our Call Center and be hot-transferred to the Shipwire representative associated with your account or issues. Many of our users ask for a dedicated agent or Shipwire representative. Premium Phone Support provides dedicated rep level of service and your account will be assigned to our most senior merchant services team members.

Frequently Asked Questions

1. How do I get my account set up quickly? If you just want to get your account set-up and configured for your usage and just need a couple hours of time; please consider signing up for one of our 1-on-1 Shipwire Quickstart Packages. Quickstarts are meant to be cost effective and personal to your business needs.
2. Is there Just a Shipwire tutorial or webinar that I can watch? Yes, we offer recorded and live Shipwire webinars and getting started with Shipwire tutorials.
3. How do I reach Shipwire Merchant Services Team?
   • First, please see if our online help answers your question. Click “Help” at the top right of any Shipwire screen. Or see the Shipwire Help Center
   • Send Shipwire and e-mail
   • Shipwire phone numbers
4. Why does Shipwire offer support plans? Shipwire wants to work with and provide exceptional support all of our merchants. We offer plans that start at Free and go into the thousands of dollars per month and we understand that some customers require a higher level of support than we offer for free to any subscriber. For that reason we have provided a “Premium” support e-mail and phone package
5. How do I sign up for a support plan? Contact sales or support and request a support package
6. When are support plans billed? Support plans are billed in advance at the beginning of the month.
7. What are business hours? Hours that Shipwire is currently operating. Not including nights and weekends.
8. What is a “Target Grade of Service”? The time to which shipwire endeavors to respond to any support ticket or phone call within.
9. How does Premium e-mail work? When you subscribe to a premium e-mail plan your inbound e-mail and web cases are routed to the next available customer support rep.
10. Are prices and options subject to change? We launched premium support plans after getting many requests by merchants for dedicated support resources. We are constantly seeking to improve our service and are leaving that option open. We will of course provide notice to any subscribers should there be material changes to pricing or level of service.
11. Are “Special Projects” included in support plans? No. Special projects are hourly projects done on inventory or to an account outside of the support plans. for more information on Support Plans done on receiving please see Sending Us Goods