Care Plans & Professional Services
1 July 2026 - Support Plans have now transitioned to 2026 Care Plans
Existing support arrangements will continue to be honoured throughout July as we phase in updated practices and guidance.
Care Plans
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.
- For teams 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.
Plan | Includes | Pricing (ex GST) |
Self Service Best for teams managing Vibe independently | - Help centre, videos & FAQ - Setup guides & technical resources | - Default for Lite Customers |
Support Access Best for teams needing occasional help | - Help centre, videos & FAQ - Setup guides & technical resources - Support for 1 or 2 help requests per month | - Included for Pro & Enterprise Customers - $150/month for Lite Customers |
Managed Care Best for teams wanting ongoing guidance | - Quarterly reviews & strategic advice - Creative support & training - Access to expert support and guidance, with up to 3 hours available each month. | - $450/month Single time zone |
Strategic Care Best for organisations relying on Vibe at scale | - Workshops & strategic guidance - Priority support screen monitoring - Access to priority expert support and guidance, with up to 6 hours available each month. | - $840/month Single time zone |
Professional Services
Our Professional Services are designed to help you get more from the Vibe platform. This can include training, consulting, support, content planning, communications advice, configuration assistance, or help with a specific Vibe project.
- Professional Services can be purchased as Quarter Day, Half Day, Full Day, or Pre-purchased 20-Hour bookings.
- For one-off training, group training, or smaller support tasks that you need help with, a Quarter Day or Half Day booking is usually the best to start with.
- For larger projects or ongoing work, a Full Day booking or our Pre-purchased 20-Hour Professional Services package offers greater value and flexibility. Note: Pre-purchased hours can be used across any Professional Services and never expire.
Professional Services | Price (ex GST) |
Quarter Day | $360 |
Half Day | $720 |
Full Day | $1,440 |
Pre-purchase 20 Hours | $3,000 |
If you're on Managed Care or Strategic Care, your plan already includes ongoing guidance, strategic advice, training, and access to Vibe expertise. Professional Services are available whenever you need additional project work or assistance beyond your plan.
If you're on Self Service or Support Access, Professional Services provide a flexible way to access additional training, consulting, support, content planning, configuration assistance, or help with specific Vibe projects.
Vibe Assist
Vibe Care Plans help your team get more value from Vibe through support, guidance, training, and strategic advice. Vibe Assist goes further by helping coordinate, edit, produce, and manage communication content on your behalf.
- Coordinate communication - Your Vibe Assistant will liaise with key stakeholders to coordinate communication material.
- Edit content - Your Vibe Assistant will make sure your content is bite-sized and relevant to your audience.
- Produce Vibe slide - Let your Vibe Assistant produce visually stunning content from our Template Library.
Dedicated Hours | Pricing (ex GST) | |
Vibe Assist Standard | 10 hours/month | $1,500 |
Vibe Assist Plus | 20 hours/month | $3,000 |
Vibe Assist Advanced | 30 hours/month | $4,500 |
Vibe Assist Pro | 40 hours/month | $6,000 |
Every customer has access to platform maintenance and self-service support, hand have the flexibility to purchase Professional Services.
Pricing stated is ex GST for a single time zone. For $NZD, $AUD & $USD. Enquire for other pricing.
FAQs
What is the difference between Self Service and Support Access?
- Self Service gives you access to the Vibe Help Centre, videos, FAQs, setup guides, and best practice resources.
- Support Access adds direct support from the Vibe team for occasional help requests.
Which care plan is right for my organisation?
- Self Service suits teams that manage Vibe independently.
- Support Access is best for occasional help.
- Managed Care is ideal for regular expert guidance.
- Strategic Care is best when Vibe is a key communication channel across multiple teams, sites, or time zones.
Every customer has access to platform maintenance and self-service support through the Vibe Help Centre.
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?
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. Additional options are to...
- Upgrade to Support Access for
direct access to the Vibe support team.
- Purchase Professional Services
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.
See: Professional Services. For one-off training, group training, or smaller support tasks that you need help with, a Quarter Day or Half Day booking is usually the best to start with.
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.