Discount Kit Enterprise Support Policy
Effective Date: 6th January 2026
Last Updated: 6th January 2026
1. Introduction
This Enterprise Support Policy outlines the enhanced support framework provided exclusively to customers subscribed to the Discount Kit Enterprise Plan. It details the mechanisms for communication, the scope of our dedicated support channels, and our commitments to responsiveness and collaboration.
2. Dedicated Slack Connect Channel
2.1 Purpose & Scope
The Slack Connect channel is a premium collaboration tool designed to bridge the gap between your team and Optizio’s product and engineering experts. Unlike standard support tickets, this channel is intended for:
- Rapid Consultation: Quick questions about configuration, strategy, or API usage.
- Direct Collaboration: Real-time discussion with our Product Managers and Engineers during complex implementations.
- Incident Coordination: A centralized war room for communication during critical incidents.
2.2 Terms of Use
To ensure this channel remains effective for high-value interactions:
- Appropriate Usage: The channel is not a replacement for formal bug reporting (see Issue Resolution Policy). While issues can be discussed here, formal tracking may still require a ticket reference.
- Participation: The channel includes access to Support Engineers, Product Managers, and Technical Leads. It is not staffed by Level 1 support agents.
- Availability: While the channel is always open, real-time responses are provided during our engineering working hours. Messages sent out of hours will be addressed priority first when engineers/product managers become available.
3. Support Tiers & Escalation
3.1 Standard Support vs. Enterprise Support
Enterprise customers bypass the standard Level 1 support queue for all technical inquiries.
- Standard Support: Handling of general billing, basic setup, and FAQ inquiries, out of hours support, and critical incident reporting.
- Enterprise Support: Direct routing to Senior Support Engineers and Technical Leads for complex logic configuration, script debugging, and performance optimization.
3.2 Escalation Matrix
If an issue is not progressing according to the timelines defined in our SLA, or if the business impact increases significantly, the following escalation path is available via your Slack channel:
| Level |
Role |
Trigger Condition |
| Level 1 |
Senior Support Engineer |
Initial contact for all technical queries. |
| Level 2 |
Technical Lead |
Issue unresolved after initial investigation or requires code-level analysis. |
| Level 3 |
Head of Product / CTO |
Critical business impact, recurring SLA breach, or strategic roadmap discussions. |
Depending on who is available, it may be the case that you will directly speak to any one of these levels without requiring escalation.
4. Proactive Monitoring & Account Management
4.1 Proactive Health Checks
For Enterprise merchants, Optizio implements proactive monitoring alerts specifically for your store’s high-volume events (e.g., Black Friday, major flash sales).
- Requirement: Customers must notify Optizio via Slack at least 7 days prior to anticipated traffic spikes >5x normal volume.
- Action: We will review your discount configurations for performance bottlenecks and monitor your specific error rates during the event.
4.2 Quarterly Business Reviews (QBR)
(Optional) Upon request, Enterprise customers are eligible for a quarterly strategic review call to:
- Discuss upcoming roadmap features.
- Review recent support cases and resolution quality.
- Audit current discount logic for optimization opportunities.
5. Implementation & Migration Support
We provide hands-on assistance during your onboarding phase:
- Script Migration: Assistance converting legacy Shopify Scripts or competitor logic into Discount Kit Functions.
- Staging Environment Support: Full support coverage for your development/staging stores to ensure smooth testing before production rollout.
Optizio Ltd
124 City Road, London, EC1V 2NX, United Kingdom
Contact: support@discountkit.app