Support

Overview

Merchant Protocol CRM offers support for two audiences: contractors (the businesses using the CRM) and end customers (homeowners using the customer portal). Each gets their own support entry point, and SLA commitments scale with plan tier so contractors who depend on the platform most have guaranteed response times to match.

Support is built into the product — no hunting for a support email address or submitting tickets through a separate portal. Contractors access help directly from the CRM dashboard. End customers can reach support through the customer portal or the contractor's website if the contractor has enabled the shared-support option.

Channels

For Contractors:

• In-App Chat — Live chat available from any screen in the CRM; connects to the Merchant Protocol support team during business hours, AI-assisted triage 24/7
• Email Support — support@merchantprotocol.com; monitored during business hours; async for non-urgent issues
• Knowledge Base — Searchable documentation covering every CRM feature; accessible from the ? help icon in the CRM or at docs.merchantprotocol.com
• Onboarding Call — Included with Pro and Enterprise plans; 1-hour video call with a setup specialist during the first 30 days

For End Customers:

• In-Portal Messaging — Customers message the contractor directly through the portal; the contractor responds from their CRM
• Contractor-Managed Support — End customer support is the contractor's responsibility; Merchant Protocol does not provide direct support to homeowners

SLAs by Plan Tier

Plan	First Response	Resolution Target	Live Chat	Onboarding Call
Starter	48 hours	Best effort	—	—
Pro	8 business hours	2 business days	✅	✅
Enterprise	2 business hours	Same business day	✅ Priority	✅ Dedicated CSM

Escalation Path

In-app chat / email
    └─→ Tier 1: Support agent (general how-to, account issues)
            └─→ Tier 2: Technical support (bugs, integrations, data issues)
                    └─→ Tier 3: Engineering (platform-level incidents)
                            └─→ Status page: status.merchantprotocol.com

Notes

Business hours are Monday–Friday, 8 AM–6 PM Central Time. Platform incidents are posted to status.merchantprotocol.com in real time — contractors can subscribe to email or SMS alerts. Enterprise accounts have a dedicated Customer Success Manager as the primary contact for both support and strategic guidance.