What every client receives

Regardless of your plan, the following is included for every YouScan subscriber.

Support Team is available Monday to Friday, 06:00–23:00 UTC during standard time and 05:00–22:00 UTC during daylight saving time, excluding official public holidays. Requests sent outside these hours are reviewed during the next support hours.

Chat and email support
Business WhatsApp for urgent requests
YouScan Academy — online courses, guides, and tutorials: academy.youscan.io
YouScan Knowledge Base — platform documentation: help.youscan.io
Product "What's new?" updates
YouScan status page for incidents affecting your account
Webinars and workshops with YouScan experts

First response: within 2 hours on Starter and Listen, and within 30 minutes on Analyze and Enterprise, during support hours. A first response is an initial acknowledgement or substantive reply from our team. It doesn't mean the issue will be resolved within that time.

The difference between support tiers is not service quality — it is escalation priority, the level of proactivity and strategic involvement, and the resources dedicated to your account.

Customer Service levels by plan

	Starter	Listen	Analyze	Enterprise
Support
Chat, Business WhatsApp & email support	✓	✓	✓	✓
Academy, Knowledge Base, webinars & What's new	✓	✓	✓	✓
Status page for incidents	✓	✓	✓	✓
First-response target	Up to 2 hours	Up to 2 hours	Up to 30 minutes	Up to 30 minutes
Escalation priority	Low	Standard	Medium	High
CSM Engagement
Customer Success model	Pooled Customer Success Team	Named CSM	Dedicated CSM	Dedicated CSM
Proactive outreach	—	On-demand + semi-annual check-in	Quarterly	Monthly
Ad-hoc CSM sessions on request	—	Up to 2 per year	Up to 6 per year	More than 6 per year, fair use
Regular meetings with CSM	—	On-demand	Yes	Yes
Strategic business reviews	—	1 per year, on request	Semi-annually	Quarterly
Onboarding
Included onboarding training	Group onboarding webinar or self-guided video	1-hour session	1-hour session	2 hours in total during the first 60 days
Topic and query setup, review & tuning	Self-serve	Self-serve	1 topic at onboarding	Up to 2 topics at onboarding
Access
Beta programs / Roadmap	—	Occasionally	Yes	Yes

What you receive — by plan

Starter

Self-service access to the full YouScan platform. Ideal for teams comfortable setting up and managing social listening independently.

Chat, Business WhatsApp and email support, YouScan Academy, Knowledge Base, webinars
Access to our pooled Customer Success Team (no named CSM)
Onboarding through a group webinar or self-guided onboarding video
Topic and query setup is self-service
Low escalation priority

Listen

A named CSM and a structured start to your social listening programme. Well-suited for teams that want a named point of contact and a light engagement model.

Named Customer Success Manager
1-hour onboarding session to get you operational quickly
Semi-annual check-ins with your CSM
Up to 2 ad-hoc CSM sessions per year on request
Annual strategy review on request — your CSM reviews platform usage and goals, and provides recommendations
Standard escalation priority

Analyze

Proactive CSM engagement built around your business objectives. Suitable for brand and insight teams that need regular input from a social listening expert.

Dedicated CSM with quarterly proactive outreach
1-hour onboarding session, including setup, review, and tuning of 1 topic
Regular CSM meetings throughout the year, plus up to 6 ad-hoc sessions per year on request
Semi-annual business reviews — covering platform performance, insights, benchmarks, and strategic recommendations
Medium escalation priority — your issues are prioritized above Low and Standard tiers
First response within 30 minutes during support hours
Access to beta features and product roadmap input

Enterprise

The highest level of Customer Success — a true strategic partnership. Designed for large brands and agencies running social listening across teams, regions, or markets.

Dedicated CSM with deep understanding of your business goals, industry context, and competitive landscape
Onboarding: 2 hours of training during the first 60 days, plus setup, review, and tuning of up to 2 topics
Monthly proactive touchpoints
Ad-hoc CSM sessions as reasonably required, on a fair-use basis
Quarterly Business Reviews (QBRs) — covering strategy, ROI, platform adoption, and roadmap alignment
Executive stakeholder management — your CSM works across your organization to align teams and decision-makers
High escalation priority — critical issues moved to the top of the queue
First response within 30 minutes during support hours
Access to beta features and product roadmap input

Optional onboarding packages
Apart from the topic setup included in the Analyze and Enterprise plans, account setup is not included in any plan by default. For clients who want expert-guided implementation, YouScan offers onboarding packages as one-time add-ons. Pricing is agreed separately.

	Standard	Premium	Enterprise	Custom
Best for	Starter · Listen · Analyze — local brands and mid-market	Enterprise — large brands & agencies	Enterprise — global organizations	Clients requiring a custom scope
Topics set up	Up to 5	Up to 25	Up to 50	Custom
Training hours	Up to 3h	Up to 5h	Up to 10h	Custom
Custom dashboards	1	Up to 5	Up to 20	Custom
Users configured	Up to 5	Up to 25	Up to 100	Custom
Business reviews	—	Every 6 months	Every 3 months	Custom
Priority support	—	Yes	Yes	Yes
Package WhatsApp / Teams chat	—	Yes	Yes	Yes
Assigned CSM level	CSM	Senior CSM	Enterprise CSM	Dedicated team
Implementation period	30 days	60 days	90 days	As agreed

Package limits are maximums for the onboarding engagement. Unused topics, training hours, dashboards, or user configurations don't roll over after the implementation period. A "—" in this table doesn't remove anything already included in your subscription plan.

Custom Onboarding is a one-time tailored configuration for clients requiring a large number of topics and dashboards beyond the scope of standard packages.

Custom Premium Service provides ongoing expert support throughout the contract — including regular audits of your existing setup and continuous configuration of new topics and dashboards as your business evolves. This is not a one-time service but a sustained operational partnership. It isn't automatically included in the Enterprise plan; its scope and pricing are agreed individually in writing.

Contact & support

Email: support@youscan.io
In-app chat: available directly in your YouScan account
Business WhatsApp (urgent requests): +1 484-445-8260
Academy: academy.youscan.io
Knowledge Base: help.youscan.io

The full terms are set out in our Customer Support Policy. If your Order Form specifies different support terms, the Order Form applies.

YouScan Customer Service levels by subscription plan