What This Feature Does
Elevated Support gives you direct, priority access to SendX's senior support team, account managers, and deliverability experts. Along with priority email and chat support, this add-on includes 3 scheduled video consultations.
To ensure you get the exact help you need, you can choose between two distinct types of video sessions: Product Support calls and Deliverability Support calls. Plus, all video calls are automatically recorded and saved to your account so you can reference the expert advice later.
When and Why You'd Need This
1. Product Support Calls
Book this type of call when you need strategic or technical guidance on using the SendX platform.
Workflow and automation setup assistance
Campaign optimization strategies
Team training on specific SendX features
Personalized onboarding tailored to your specific use case
2. Deliverability Support Calls
Book this type of call when you need highly technical expertise regarding your sender reputation and inbox placement.
Warm-up strategies for new domains or dedicated IPs
Bounce rate reduction tactics
Help troubleshooting and getting delisted from blacklists
Advanced inbox placement troubleshooting
3. Priority Assistance (Included for the whole month)
Extended support coverage hours beyond our standard support times.
Support agents who have full context on your account history, saving you time.
Faster response times on all daily email and chat inquiries.
Step 1: Purchase Elevated Support
Click your profile icon in the top navigation bar.
Select Settings from the drop-down menu.
Click Add-ons in the left-hand sidebar.
Scroll to locate the Elevated Support option.
Click Purchase Elevated Support.
Select Add-on Elevated Support.
Click Purchase Add-on and complete the standard checkout process.
Note: After purchase, you will instantly unlock priority email/chat routing and gain access to your 3 video support sessions, valid for one month.
Step 2: Book Your First Session
While still in the Settings > Add-ons > Elevated Support page, click the Analytics tab.
Click Book a Call.
Select your call type: Choose whether you need a Product Support call or a Deliverability Support call. This ensures you are paired with the correct SendX expert.
Select the 30-minute duration and click Continue to Booking.
Choose a convenient day and time from the available calendar slots.
Fill in your name, email, and briefly describe your current situation or questions. Providing context here helps our experts prepare for your specific use case!
Click Confirm. You will receive an email confirmation containing your meeting details and the video call link.
Step 3: Join Your Meeting & Access Call Recordings
You don't need to worry about taking frantic notes during your consultation. All Elevated Support video calls are automatically recorded and safely stored in your SendX dashboard.
To join an upcoming meeting:
Go to Settings > Add-ons > Elevated Support.
Click the Analytics tab.
Click on the scheduled meeting to join the video room at your allotted time.
To view past sessions and call recordings:
Navigate back to the Analytics tab in your Elevated Support dashboard.
You will see a list of your past sessions.
Click on any past session to access the video recording. You can review these recordings at any time during your active Elevated Support period to reference the advice and recommendations provided by our team.
Important Notes
Cost: $225 per month.
Sessions Included: 3 video calls (30 minutes each).
Plan Requirement: This add-on is available for users on paid SendX plans only.
Who you will meet with: Depending on the call type you select, you will meet with Account Managers, Deliverability Experts, or Senior Support Team members.
Full Context: Our support team has complete visibility into your account history and previous tickets, so you won't need to waste time repeating background information.
Common Questions and Troubleshooting
How many support sessions do I get?
Each purchase includes three 30-minute video call sessions, plus priority email and chat support for the entire month.
What is the difference between the two call types?
Product Support connects you with Account Managers for platform training, workflow setup, and campaign strategy. Deliverability Support connects you with technical Deliverability Experts for IP warm-ups, blacklist removal, and bounce rate troubleshooting.
Are the video calls recorded?
Yes! All sessions are automatically recorded. The video files are available in the Analytics tab of your Elevated Support dashboard so you can review them or share them with your team anytime.
Can I reschedule a meeting?
Yes, you can easily reschedule or cancel meetings if your plans change. Just use the links provided in your booking confirmation email or via the booking system.
What if I need more than 3 sessions?
If you use all 3 sessions, you can simply purchase the Elevated Support add-on again to unlock another 3 sessions and extend your month of priority support.
When are support sessions available?
You will see all available time slots when viewing the calendar during the booking step. Elevated Support offers extended coverage hours well beyond our standard support times to accommodate various time zones.