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Support and Support Plus

Learn more about the differences between Support and Support Plus


Overview

Custr offers two levels of assistance to help organisations get the most from the platform: Support and Support Plus.

Support is designed to help you get your system up and running, while Support Plus provides ongoing enhanced support throughout your subscription.

Important: Support is a one-off service provided during implementation. Support Plus is an annual add-on that provides enhanced support and assistance throughout your licence term.
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Included with Every Custr Licence

All Custr customers receive:

  • Access to the Custr platform

  • Software updates and new features

  • Platform maintenance

  • Security updates

  • Bug fixes

  • Access to the Help Centre and self-service resources

These services are included as part of your Custr subscription and do not require Support or Support Plus.
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Support (One-Off Service)

Support is available as a one-off service for organisations that would like assistance setting up their Custr account and getting started with the platform.

Support includes:

  • Online account setup

  • Guided assistance during implementation

  • Email and live chat support during onboarding

  • Help configuring your site and workflows

  • Guidance on best practices and recommended settings

Support is ideal for organisations that only require assistance during implementation and are comfortable managing the platform independently afterwards.
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Support Plus (Annual Add-On)

Support Plus is an annual add-on designed for organisations that want ongoing access to enhanced support services and direct assistance from our team.

Support Plus includes everything included within Support, plus:

  • Telephone support during business hours

  • Priority response handling

  • Assisted with onboarding and refresher support

  • Help with configuration and supported hardware (such as badge printers)

  • Proactive support if we identify potential issues with your setup or usage

  • Access to API documentation

  • Basic integration guidance

  • Assistance in configuring supported integrations

Support Plus is particularly popular within schools, care homes and organisations where visitor management forms part of wider safety and compliance procedures.
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Response Times

Support

  • Email and live chat responses within 1 business day

Support Plus

  • Telephone calls answered or returned the same business day

  • Email and live chat responses within 4 business hours

Please note that response times refer to the first response and not guaranteed resolution times.
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Hardware Support

Support Plus includes remote assistance with supported hardware, including:

  • Printer setup and configuration

  • Troubleshooting common hardware issues

  • Workflow advice for reception or kiosk setups

  • Assistance in configuring supported integrations

Please note that Support Plus does not include:

  • Physical installation

  • On-site support

  • Hardware repairs

  • Hardware replacement
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Third-Party Integrations & APIs

Support Plus customers can request access to Custr’s API documentation by contacting the support team.

API documentation is supplied directly by our support team via email and includes:

  • Authentication guidance

  • Endpoint documentation

  • Example requests and responses

  • Basic setup guidance

API documentation is not publicly available within the Help Centre.

What Is Included?

Our team can provide:

  • Access to API documentation

  • Guidance on available endpoints

  • Basic advice on authentication and setup

  • Information about supported integrations

What Is Not Included?

Support and Support Plus do not include:

  • Custom integration development

  • API implementation or coding services

  • Third-party software configuration

  • Troubleshooting customer-developed integrations

  • Consultancy relating to bespoke integrations

Customers are responsible for developing and maintaining their own integrations or working directly with their chosen software provider to complete the implementation.

Some supported integrations, such as Nourish, require Support Plus to enable configuration assistance and ongoing support.

Choosing the Right Option

Choose Support if:

  • You only require assistance during implementation

  • You are comfortable managing the system independently afterwards

  • You are happy to use the Help Centre and self-service resources

  • You are comfortable receiving support via email and live chat

Choose Support Plus if:

  • You would like ongoing telephone support

  • You require priority response handling

  • You need assistance with supported hardware

  • You require access to API documentation

  • You have supported integrations that require ongoing assistance

  • You would like additional reassurance that your system is configured correctly

If you’re unsure which option is right for your organisation, our team will be happy to advise.

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