At 7taps, we're committed to providing exceptional support to ensure you have the best experience with our microlearning platform. This article outlines what support we provide, when we're available, and how we can help you succeed.
Support by Plan
Your support access depends on your subscription plan:
Free Trial & Free Edition
Access to Help Center and self-service resources
Community forum access
Email support on a best-effort basis (no guaranteed response time)
Pro & Paid Plans
All Free Edition features, plus:
In-product chat support
Email support at support@7taps.com
Guaranteed 24-hour response time (during business hours)
Enterprise Plans
All Paid Plan features, plus:
Priority email and chat support
Dedicated customer success manager (for qualifying accounts)
Custom SLA terms (if negotiated)
How to Get Help
Help Center Find answers to common questions in our Help Center, accessible anytime or directly within the 7taps platform.
Contact Support
Chat: Click the help button within 7taps for real-time assistance
Email: Reach us at support@7taps.com
Support Hours
Monday - Friday: 9:00 AM - 6:00 PM ET
Weekends and public holidays: Support is not available
Response Times
Paid Plans and Enterprise Plans: We respond to all support requests within 24 hours during business hours.
Free Trial and Free Edition: Support is provided on a best-effort basis with no guaranteed response time.
Resolution times vary based on issue complexity, but we prioritize getting you back on track as quickly as possible.
What We Support
Technical Assistance
Installation and setup guidance
Troubleshooting technical issues
Bug reporting and tracking
Product Usage
Help with features and functionality
Best practices for creating effective microlearning
User account management
Account & Billing
Subscription and billing questions
Account administration support
Product updates and roadmap information
Feedback We welcome your feature requests and feedback to help improve 7taps!
Our Support Standards
Professionalism: Every interaction is handled with courtesy and respect.
Accuracy: We provide reliable, helpful information in all responses.
Timeliness: We adhere to our response commitments and work efficiently toward resolutions.
Continuous Improvement: We regularly evaluate and enhance our support processes based on your feedback.
Issue Escalation
If your issue requires specialized expertise, we'll escalate it to ensure you get the right help:
Initial Support: Your first point of contact handles most requests and common issues
Specialized Support: Complex technical issues are escalated to our technical specialists
Development Team: Critical bugs and feature-related inquiries go to our product and engineering teams
Issues are prioritized as:
Critical (Level 1): System down, blocking work
High (Level 2): Significant functionality impaired
Standard (Level 3): General questions and requests
Getting the Most from Support
To help us assist you effectively:
Provide Details: Include clear descriptions, screenshots, and any error messages you're seeing
Follow Recommendations: Try the troubleshooting steps we suggest
Stay in Touch: Respond to follow-up questions so we can resolve your issue quickly
Service Level Agreement
For detailed uptime commitments and service level guarantees, Paid Plans and Enterprise Plans customers can review our full SLA.
The SLA does not apply to Free Trial or Free Edition accounts.
Questions About Support?
If you have questions about our support services or need assistance, contact us through the chat button in 7taps or email support@7taps.com.