Priority context
Bring critical cases into a support path that understands the operating stakes.
Customer Success Programs
Explore our business growth programs, made to help you grow faster.
HoopAI Customer support
Premium SupportGet higher-touch help when the system is critical.
Add prioritized case handling, deeper technical context, and proactive coordination for teams running critical work on HoopAI.
Technical continuity
Keep architecture, risks, and recurring issues visible across conversations.
Proactive coordination
Connect support work to releases, experts, and scoped consulting when needed.
The job behind the service
Critical operations need context, ownership, and a faster path through the hard questions.
Coverage and cadence
A recurring lane with a visible queue.
Coverage works when capacity, priorities, ownership, escalation, and expiry rules are readable every month.
- 01
Priority case handling
Held inside the active coverage lane with its cadence and owner visible.
- 02
Technical account guidance
Held inside the active coverage lane with its cadence and owner visible.
- 03
Proactive service reviews
Held inside the active coverage lane with its cadence and owner visible.
- 04
Expert and escalation coordination
Reviewed before the next service cycle so unresolved work is deliberately reprioritized.
How coverage runs
A cadence that keeps the queue honest.
Each cycle starts with priorities, protects the available capacity, and closes with decisions and next owners visible.
- 01
Confirm coverage
Make the plan, eligible contacts, operating context, and support terms visible.
- 02
Triage the request
Classify the issue, business impact, available evidence, and appropriate support or success path.
- 03
Coordinate the response
Keep ownership and context connected across support, success, product, and consulting resources.
- 04
Review the pattern
Turn recurring issues and adoption gaps into a visible recommendation or separately scoped improvement.
Continuity without dependence
Context should compound from one cycle to the next.
Priorities, decisions, risks, and escalation paths stay visible so support does not become a black box.
HoopAI delivery principle
Priority
The active queue is explicit before capacity is used.
HoopAI delivery principle
Context
Impact, evidence, decisions, and operating stakes travel together.
HoopAI delivery principle
Continuity
Recurring patterns become recommendations with owners.
“The work is finished when the operator can run it, the system can be checked, and the remaining limits have owners.”
Related HoopAI customer story
Evidence from work already in the field.
This published customer story is related to the service area. It is shown as real HoopAI evidence, not as a promise of identical results.
Read the full story Dana Bay
Giving each guest their own AI Concierge
“"It feels like we gave every villa its own concierge line. Replies are instant, handoffs are clean, and our teams finally work from the same guest record."”
- < 1 min
- First reply time
- 3x
- Faster review responses
- Up
- Direct bookings in shoulder periods
Dana Bay runs a unified guest journey on Hoop. Service Agent handles chat and voice, payments and reviews live on the same record, and leadership sees bookings and sentiment in real time.
Open customer storyCoverage pricing
Premium Support
Coverage and eligibility depend on your HoopAI plan, environment, and support requirements.
Premium Support
Contact sales
Shape the support model around the criticality of your HoopAI operation.
- Priority handling
- Technical account guidance
- Proactive coordination
Prices exclude applicable taxes and third-party costs. The signed scope controls the final deliverables, timing, eligibility, and acceptance criteria.
Coverage terms
Capacity and escalation stay explicit.
The plan states eligibility, active capacity, expiry rules, customer inputs, and the point where consulting begins.
Engagement facts
- Availability
- Eligible customer plans
- Focus
- Critical support and continuity
- Price
- Contact sales
What we need from you
- An eligible HoopAI plan and authorized contacts
- Reproducible issue details, business impact, and available evidence
- Timely access to the affected environment when investigation requires it
Outside the standard scope
- Unlimited implementation or consulting work
- Third-party software, vendor, and remediation costs
- Requests outside the active support agreement or eligibility terms
Questions before the scope
Clear answers before work begins.
Bring the unusual edge cases into the scoping conversation. The written agreement should carry the answer.
01Who is eligible for Premium Support?+
Premium Support is intended for eligible Enterprise customers and is assessed case by case against the criticality and complexity of the operating environment.
02What response times does the service target?+
The premium email target is one hour, with a 30-minute target for business-critical issues, subject to the final support agreement and eligibility terms.
03How is a request routed?+
We use the active plan, impact, technical context, and request type to route it through support, customer success, or a separately scoped consulting service.
04Does support include implementation?+
Support helps investigate and resolve eligible product issues. New configuration, migration, development, and operating changes require the appropriate scoped service.
05What information should accompany a critical request?+
Share the business impact, affected users and workflow, timing, steps to reproduce, recent changes, and any available screenshots or logs.
Start with the job
Plan the next move with the scope visible.
Bring the job, systems, constraints, and deadline. We will turn them into a bounded scope with a clear path to handover.
Talk to sales
Need help choosing? We will route the job to the right service path.