Understanding Alia's Scope of Support
Alia's support resources extend beyond the Help Center, as Alia offers an in-app support experience for every user, on every plan. You can get answers through our virtual assistant 24/7, or talk with a member of our support team Monday through Friday, 8am to 6pm ET.
Alia offers managed and unmanaged (Self-Guided) plans.
Managed plans add proactive optimization, popup creation, testing strategy, consultative phone calls, implementation help, and hands-on management from our team, along with direct access to a Customer Success Manager via a dedicated Slack channel.
This guide covers what our team helps with, how to reach us, the service levels tied to each plan, and best practices for getting help quickly.
How to Contact Us
Chat: start a chat in the app, or use the chat in our Help Center.
Email: write to us at support@alialearn.com and we'll follow up.
Help Center: browse our full library of guides and articles any time.
Managed Plans
You have an assigned Customer Success Manager (CSM) and a dedicated Slack channel. Message your CSM directly with @[their name], or tag @support in your channel to reach the wider team. This is the most efficient way to get ongoing help and strategy guidance.
Not on a managed plan yet?
For hands-on support, a dedicated CSM, Slack access, and popup creation services, book a demo to talk through the right plan for your store. You can also manually upgrade to managed, as outlined in our guide to upgrading.
Our live support hours are Monday through Friday, 8am to 6pm ET.
Getting the Best Help
When working with our virtual assistant
Ask clear questions. The more specific your question, the faster the assistant finds the right answer.
Use examples and screenshots when available.
Use key terms. Mention the main words tied to your issue.
Follow the prompts. Respond to the options it offers to reach the best solution.
Keep it relevant. Share the details asked for so the conversation stays focused.
Rephrase if needed. If the assistant misreads your question, try different wording or start fresh.
Working with CSMs and/or the support team
Be detailed in your request if your request is campaign related.
Include all resources and context, to the best of your ability, for greater efficiency.
Be familiar with what services your plan includes according to the Scope of Support.
Share your browser and device if you hit an error or bug and include error details: any messages, screenshots, or short videos so we can diagnose quickly.
Describe expected behavior: what you expected, what happened instead, and the steps to reproduce it.
Flag recent changes to Alia or your third-party integrations.
Some issues start with your ecommerce platform, your developer, or a third-party app. In those cases, we may point you to their in-house support for resolution.
Scope of support by Managed Tier
Your managed service accessibility depends on your monthly invoicing value, and each tier links to its dedicated scope of support document.
Initial popup creation is included on Guided Launch. Ongoing popup creation is included on managed plans, from Managed Growth and above. BFCM-specific popup creation is included with our top two tiers, Advanced Managed Growth and Strategic Managed Growth.
Self-Guided. Build, manage, and optimize Alia independently. Scope of Support
Guided Launch ($0 to $199/month). Onboarding assistance and initial popup creation to get up and running. Scope of Support
Managed Growth ($200 to $400/month). Ongoing optimization support, popup creation, and strategic guidance. Scope of Support
Managed Growth Plus ($401 to $800/month). A more hands-on optimization experience with increased strategic involvement and popup creation. Scope of Support
Advanced Managed Growth ($801 to $1,199/month). Deeper strategic partnership, advanced optimization support, popup creation, and BFCM popup creation support. Scope of Support
Strategic Managed Growth ($1,200+/month). Our highest level of service, with a dedicated strategic growth partner, popup creation, and BFCM popup creation support. Scope of Support
Not sure which tier fits?
If you're unsure which tier applies to your account or have questions about your current level of service, reach out through the Alia dashboard or contact support and we'll help. To add hands-on support, a dedicated CSM, pop-up creation, or direct BFCM services, book a demo or read our guide to upgrading.