Support Plans

Support Plans

Alert
1 June 2026 Support Plans Transition Update
Vibe is currently transitioning to our updated 2026 Support Plans and support experience. Existing support plans and arrangements will continue to be honoured through June and July while we phase in updated support practices and guidance. During this transition period, some Help Centre articles may reference either current or upcoming support plans and inclusions.

More than support. A smarter way to get more from Vibe.

Vibe Care Plans are designed to help you get maximum value from your Vibe investment, with a level of support that fits your environment, internal capability, and communication goals.

Customer Care Plans

Get more value from Vibe with the right care plan
Every customer has access to platform maintenance and self-service support through the Vibe Help Centre. For teams needing more hands-on guidance, our paid care plans provide direct access to Vibe specialists for troubleshooting, training, content advice, design reviews, strategic support and more, helping keep your channels running smoothly and delivering better results. Whether you manage Vibe independently, need occasional help, or want Vibe to act as an extension of your team, there is a care plan to help keep your channels running smoothly and delivering better results.

FAQs

What is the difference between Self Service and Support Access?
  1. Self Service gives you access to the Vibe Help Centre, videos, FAQs, setup guides, and best practice resources.
  2. Support Access adds direct support from the Vibe team for occasional help requests.


Which care plan is right for my organisation?
  1. Self Service suits teams that manage Vibe independently.
  2. Support Access is best for occasional help.
  3. Managed Care is ideal for regular expert guidance.
  4. Strategic Care is best when Vibe is a key communication channel across multiple teams, sites, or time zones.

Why upgrade to a paid care plan?
A paid care plan gives your team, direct access to Vibe specialists for support, training, content guidance, and strategic advice. It helps you improve results, not just resolve issues.
What can we use our monthly care plan hours for?

  1. Depending on your plan, hours can be used for troubleshooting, training, content and design best practice, strategic advice, creative reviews, theme reviews, and practical guidance.

What does Strategic Care include that Managed Care does not?

Strategic Care includes priority support, more monthly support time, screen uptime monitoring, troubleshooting, product advocacy, and workshops for areas such as learning, development, and change management.

What is the difference between single time zone and multiple time zone support?

Single time zone support is for organisations operating in one region. Multiple time zone support is for organisations with teams, locations, or support needs across different regions.

Can Lite customers access direct support?

For Lite customers, the default plan is the Self Service plan. Upgrade to Support Access for direct access to the Vibe support team.

Can we pay for training?

Yes. Personal and group training sessions can be added to help onboard users, refresh knowledge, or build confidence across your team.

Can we change our care plan later?

Yes. You can move to a different care plan as your needs change. Terms and Conditions may apply.