Premium Support

Premium Support

Premium Support launches for all customers on the 3rd of February 2025 (NZST)

Cin7 Premium Support empowers growing businesses to operate with confidence. With dedicated specialists, tailored support, and enhanced response times, Premium Support ensures your operations stay seamless, allowing you to focus on driving success and scaling your business.

Premium support offers a range of services to help you get back to business:

Your success is our priority, and a personalized approach gives us a deeper understanding of how that can be achieved.

Premium Support is an add-on and must be added to your base subscription.

Book a call with support

If you have signed up for premium support, you can quickly schedule a support call from within Cin7 Core. This option connects you with one of our dedicated and most seasoned support specialists.

We recommend you use in-app calls for troubleshooting and resolving complex issues. For general inquiries, we suggest using our Cin7 Academy or help center articles.

Prerequisites

  • Schedule in-app calls at least 3 hours in advance through our designated booking system.

  • Calls are subject to availability and will be scheduled during our premium support operating hours (24/5).

  • Each call/session is limited to 30-45 minutes unless otherwise agreed upon in advance.

  • You may book up to 2 premium calls per week to maintain equitable access for all premium users.

Canceling a call

  • Notify the team with at least 24-hour notice if you are running late or unable to attend.

  • Frequent no-shows may result in your booking privileges being limited.

Schedule a Cin7 Consultation

At Cin7, we believe that customer success is at the heart of everything we do. A Cin7 Consultation with one of our experts will help us understand your pain points, address concerns, and ensure you are getting the most out of Cin7 Core.

When you sign up for Premium Support, you can schedule a Cin7 Consultation up to twice a year. We will proactively assess your satisfaction as a customer and how Cin7 Core is working for you. This ensures a seamless experience and helps prevent disruptions in your operations.

We will spend time in these sessions to gather your feedback. Your insights will provide valuable data that Cin7 uses to refine our onboarding, training, and our products for the benefit of everyone.

When should I book a Cin7 Consultation?

  • During training sessions
    Book a Cin7 Consultation during training to make sure that Cin7 Core is tailored to your needs.

  • After completion of key milestones
    When you reach an important milestone in your business, it can be a great moment to pause and reflect. Book a Consultation to review your operations and how we can help you reach the next milestone.

  • Annually
    An annual Cin7 Consultation can proactively solve problems, help plan your long-term strategy, and ensure smooth operations.

Cin7 Consultations go beyond assessing progress—they are a vital tool for fostering partnerships and ensuring mutual success. By staying engaged and addressing concerns proactively, we want to reaffirm our commitment to delivering exceptional value and long-term customer satisfaction.

Cancel Premium Support

To ensure transparency and consistency, our Terms of Use and the following guidelines apply:

  • You must provide a 30-day advance written notice to cancel your Premium Support subscription.

  • Cin7 reserves the right to withdraw the Premium Support offering with a 30-day advance notice.

  • Cin7 reserves the right to adjust or modify the Premium Support offering at our discretion with a 30-day advance notice.

  • Premium Support offerings may be adjusted or updated at our discretion to ensure the best experience for all users.

  • Cin7 reserves the right to cancel Premium Support subscriptions, providing a 30-days advance notice.

  • Cin7 reserves the right to withdraw the Premium Support offering, providing a 30-days advance notice.

Misuse of this service, including excessive bookings, refusal to submit tickets for basic questions, or inappropriate conduct, may result in restricted access or cancellation of your premium subscription.

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