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Support Packages Explained: What Is It and Why Do You Need It?

The key aim of our service is to provide value-added services that enhance your data migration experience. But let’s be honest the requirements for data migration differ for SMBs running eCommerce stores or offering business consulting or IT services from the needs of multinational companies or enterprises that acquired another business. There’s no one right way to do every record transfer; that’s why we offer a set of support service packages to meet your specific needs.

How Many Hours During a Week Does Our Help Center Work?

At Help Desk Migration, we’re committed to revolutionizing data migration for customers worldwide. Our support service team works tirelessly to balance time zones, ensuring seamless support for all customers, regardless of location.

Our support agents are available

  • on weekdays (Monday to Friday), from 8 am to 12 am (UTC+2 or UTC+3)*
  • on weekends (Saturday & Sunday), from 12 pm to 8 pm (UTC+2 or UTC+3)*
*Due to daylight saving time, the Support Center operates on:

  • UTC+3: from Sunday, Mar 26, 2023 to Sunday, Oct 29, 2023
  • UTC+2: from Sunday, Oct 29, 2023 to Sunday, Mar 31, 2024

Rest assured that whenever you need assistance with data migration, our dedicated support team is just a message away. At Help Desk Migration, we're always ready to go the extra mile to ensure our customers are satisfied.

What Does Standard Plan Include?

The Standard plan delivers basic features that help you accomplish what you set out to do. This plan includes support from our team 9/5 via email, phone & chat during the regular response time stated in our SLA (i.e., response time within 24 hours). It is free and available to anyone who signs up.

What Does Premium Plan Include?

The Premium plan is a perfect fit for those customers who have a larger volume of records and specific requirements for data mapping. Within this support plan, we teamed up 16/5 on weekdays and 8 hours on weekends support via email, phone & chat, marked as high priority and responded to by our senior data migration experts. They have hundreds of successful data migrations under their belt. Another advantage of this plan is the option to re-migrate your data within 5 (days).

Key Benefits and Details

16/5 on weekdays and 8 hours on weekends support via email, phone & chat ensures that you get a response to your question or a handy tip during extended customer service than the standard listed in our SLA. On weekends (Saturday and Sunday), we reply within 6 (six) hours.

High priority response time means that your query will go up on the list, and our support agent will answer you faster.

Dedicated support team on weekends. Within the Premium plan, you get support from our senior team support representatives, who have run hundreds of successful data migrations. Besides, our experts will be available on weekends if you would need some guidance or help.

Data re-migration within 5 (five) days would be a handy option if you decided to change the mapping, change custom fields, add an extra tag, or change the mapping of your agents. It allows you to take two data migrations: one as a sandbox and the second as a migration to the production environment.

You can re-migrate data within five days after your Full Data Migration was completed. After that time, we automatically archive Demo and Full Data Migrations in correspondence to our security policy.

What Does Signature Plan Include?

The Signature plan is packed with options to meet your unique requirements. The service package delivers 16/5 on weekdays and 8 hours on weekends support via email, phone & chat, and urgent response within 2 (two) hours after submitting your request.

To give you even more control over the process, you get

  • assigned a dedicated tech support team that would steward your data migration during weekends or/and holidays
  • data re-migration within ten (10) days after the Full Data Migration has been completed
  • Delta migration within ten (10) days after the Full Data Migration has been completed

Key Benefits and Details

16/5 on weekdays and 8 hours on weekends support via email, phone & chat means our support team will answer your questions during a longer time frame than the standard business time hours of our SLA. And on weekends (Saturday and Sunday), we reply within 6 (six) hours.

The highest priority response time means your queries or questions will be answered first as they appear at the top of the support agents' queues.

Dedicated tech support on weekends/holidays means that your account manager and tech team would be available during your data migration, even if it runs on weekends or holidays.

Data re-migration within 10 (ten) days allows you to re-run data migration and change the configurations to meet your business needs ten days after your Full Data Migration.

Interval Migration allows you to pause your help desk data migration during the workweek and resume on weekends or any other scheduling that best complies with your business needs. Avoid any customer service lags or downtime easily.

Delta Migration helps you run your data migration without any downtime of your services. It allows you to migrate the updated or new records without running new Full Data Migration, but it prevents duplicates and other messing up with records on your destination platform. Plus, it is available only in our Signature plan.

Skipped/failed records check and migration. Often, we have inactive employees or fields that are mandatory on the current platform but not required on the destination platform or vice versa. Or another aspect that fails and the record can’t be transferred to your target platform. This option allows you to request the check of these records checked and find out the workaround for their migration to your destination platform.

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Support Service Details

The support team

  • assists in connecting your source and target platforms
  • assists in configuring records mapping
  • guides you through the setting up process of Free Demo Migration and Full Data Migration
  • helps identify and fix the customization requirements (i.e., filtering records, identifying types of custom fields, arranging off-shore data migration, etc.)
  • guides you around how the migration between selected platforms can be customized
  • consults on the possible options for your destination platforms
  • consults on planning your data migration and scheduling the project to fit your business needs best
  • helps to plan scheduled data migration

The tech team helps to customize and enhance your migration process. They look for all possible workarounds to deliver the best possible data transfer experience. The tech team services are available in a Custom Data Migration or the Signature support plan.

Support Packages Pricing

We provide value and charge for that – that’s why all our pricing plans are based on the number of your records. The volume-based pricing is entirely predictable and works well for records migration. The same logic is used for the support packages:

  • Standard is free of charge
  • Premium starts at $200
  • Signature starts at $500

Note: the final cost of Premium and Signature can be higher, which directly depends on the number of your records. The best way to calculate the final price of your data migration, including the support packages, is to run a Free Demo Migration. After your Demo is completed, you get a detailed price breakdown.

Do you have more questions? Don’t hesitate to chat with us at any time.

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