> ## Documentation Index
> Fetch the complete documentation index at: https://tryprefer.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# What support does Prefer offer?

> Prefer support: Email (48h) on Starter, Priority (24h) on Growth, a dedicated success manager on Scale, a dedicated CSM and SLA on Enterprise.

Prefer offers Email (48h) support on Starter, Priority (24h) on Growth and a dedicated success manager on Scale. Enterprise adds a dedicated CSM and an SLA, Agency Enterprise adds priority SLA support, and Prefer Managed clients get a named strategist and a Slack channel.

*Last updated 3 October 2026*

## Support by plan

**Prefer's support gets faster and more personal as you move up: email on Starter, priority on Growth, a dedicated success manager on Scale, and a dedicated CSM with an SLA on Enterprise.** The response targets below come from the support row on the [pricing page](https://tryprefer.com/pricing/).

| Plan | Support |
| - | - |
| Starter | Email (48h) |
| Growth | Priority (24h) |
| Scale | Dedicated success manager |
| Enterprise | Dedicated CSM + SLA |
| Agency Enterprise | Priority SLA support and a dedicated agency partner |
| Prefer Managed | A named strategist and a dedicated Slack channel |

The hours in brackets are the response targets Prefer publishes for each tier. Enterprise terms are set in the contract with its SLA.

## How to reach the team

There are 3 routes in:

1. **In the app.** Prefer's [docs FAQ](/docs/resources/faq) points you to reach out through the Prefer app.
2. **By email.** The support address is [support@tryprefer.com](mailto:support@tryprefer.com).
3. **Before you buy.** For Enterprise, [book a 30-minute demo](https://cal.com/javed-khatri-wlgmiv/30min); the agency track is set up with the team through the pricing page rather than bought online.

When you write in, include your workspace, the project and the prompt or page involved. It saves a round trip.

## What a dedicated CSM and a strategist add

**On Enterprise, a dedicated customer success manager works with your team under an SLA, rather than a shared queue.** Enterprise is custom-quoted and also brings unlimited prompts and projects, SSO and the full API.

Prefer Managed goes further because it is a done-for-you service, not a tool plan. Its scope page lists one dedicated, named strategist who owns your roadmap, runs a regular review call and sends written updates, plus a dedicated Slack channel. The page describes it as senior people on a small book of clients, not a call-center queue. Details are on the [Prefer Managed page](https://tryprefer.com/prefer-managed/).

## Help you can use on your own

* **Product docs** at tryprefer.com/docs, which cover all 5 engines and every module: quickstart, metrics, engines, prompts, Action Center, Content Studio, integrations, teams and agencies.
* **A glossary** of terms used in the dashboard.
* **This help section**, with one plain question per page.

## The company behind it

Prefer is made by Kocoa Technologies Private Limited, a company founded in 2025 and based in Mumbai, India, led by its two co-founders. Response targets are listed per plan rather than as round-the-clock cover, so check the table above for your tier. To see the product before you need support at all, [run the free audit](https://app.tryprefer.com/audit).

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does Prefer offer phone or live chat support?">
    Prefer's plan pages describe email support on Starter and priority support on Growth and a dedicated success manager on Scale, without naming phone or live chat. Enterprise gets a dedicated CSM, which is the closest to a direct line.
  </Accordion>

  <Accordion title="Is support included during the Prefer free trial?">
    Prefer does not state a separate trial support tier. The trial switches on every premium feature, and you can reach the team through the app or at the support email while you test.
  </Accordion>

  <Accordion title="Where can I find answers without contacting Prefer support?">
    Prefer publishes product docs at tryprefer.com/docs, with a FAQ, a glossary, a quickstart and guides for every part of the app. This help section, with one question per page, covers plans, engines and features too.
  </Accordion>
</AccordionGroup>

## Also asked as

* How fast does Prefer support respond?
* How do I contact Prefer support?
* Does Prefer offer a dedicated account manager?

## Sources

* [Prefer pricing matrix](https://tryprefer.com/pricing/)
* [Prefer docs, Agency pricing](/docs/account/agencies)
* [Prefer Managed scope](https://tryprefer.com/prefer-managed/)
* [Prefer site footer and docs FAQ](https://tryprefer.com/)

## Related

* [Which Prefer plan is right for me?](/docs/help/which-prefer-plan-is-right-for-me)
* [Does Prefer have enterprise pricing?](/docs/help/does-prefer-have-enterprise-pricing)
* [How much does Prefer Managed cost?](/docs/help/how-much-does-prefer-managed-cost)
* [Who makes Prefer, and where is it based?](/docs/help/who-makes-prefer)
* [Compare plans and support](https://tryprefer.com/pricing/)
* [Prefer Managed](https://tryprefer.com/prefer-managed/)
* [About Prefer](https://tryprefer.com/about/)


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