PORTANUS
Support
Support that scales with you.
Every plan includes real support — no bots, no dead ends. When your program grows and downtime costs more, step up to faster response targets and a team that knows your setup.
Three tiers
Standard is included — upgrade when you need to
Standard
Included with every plan.
Included
- Ticket-based support
- Urgent issues: 4-business-hour first-response target
- Full documentation & onboarding checklist
Comes with Essentials, Program & Complete.
Popular upgrade
Priority
Faster responses and a live line to us.
$150/mo
- Everything in Standard
- Faster first-response targets
- Video calls when you need them
- Upgrade & configuration assistance
Great once your team relies on the platform daily.
Premium
A named contact who knows your program.
$250/mo
- Everything in Priority
- Urgent issues: 1-business-hour first-response target
- A named support contact
- Onboarding & training delivery
- Quarterly account reviews
For established organizations running mission-critical.
Compare the tiers
| Standard | Priority | Premium | |
|---|---|---|---|
| Price | Included | $150/mo | $250/mo |
| Ticket support | |||
| Urgent first-response target | 4 business hrs | Faster | 1 business hr |
| Video calls | |||
| Upgrade & config assistance | |||
| Named support contact | |||
| Onboarding & training delivery | |||
| Quarterly account reviews |
First-response targets are measured in business hours and describe when we aim to begin working a request. Exact SLA terms live in our Service Level Agreement.
Common questions
Is support really included on every plan?
Yes. Standard support ships with Essentials, Program, and Complete at no extra cost — ticket-based, with a 4-business-hour first-response target for urgent issues. Priority and Premium are optional upgrades.
What does "first-response target" mean?
It's when we aim to begin working your request, measured in business hours (not a promise to resolve it in that time). Higher tiers carry tighter targets. The precise terms are in the SLA.
Can we change tiers later?
Yes — upgrade or downgrade as your needs change. Support tiers are managed like any other add-on on your billing page.
We're a small nonprofit. Do we need an upgrade?
Most small programs do great on Standard. Upgrade when the platform becomes day-to-day critical and a faster response would save you real time.