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.
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
All Alia merchants, regardless of plan, have the following support:
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.
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.
Alia offers Managed and Non-Managed Plans.
Selected at signup and upgradable, both are priced by traffic volume and service.
Non-Managed plans are predominantly self-serve after onboarding. Managed plans add a dedicated service layer: proactive optimization, popup creation, A/B testing, strategy calls, implementation help, and hands-on engagement from a Customer Success Manager through a dedicated Slack channel.
Scope of Support and managed services apply to Managed plans.
Not Sure Which Plan You’re On?
We’re happy to help. 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, your CSM, or contact support.
Our Scope of Support
Non-Managed Plans
Guided Launch ($0 to $700/month). Onboarding assistance and initial popup creation to get up and running. Scope of Support
Managed Plans
The level of managed service you receive is based on your invoicing tier.
Managed Growth and above include a dedicated Customer Success Manager via a private Slack channel, ongoing popup creation, and more. Our top two tiers, Advanced Managed Growth and Strategic Managed Growth, also include BFCM-specific popup creation.
Managed Growth ($400/month). Ongoing optimization support, popup creation, and strategic guidance. Scope of Support
Managed Growth Plus ($401 to $799/month). A more hands-on optimization experience with increased strategic involvement and popup creation. Scope of Support
Advanced Managed Growth ($800 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 managed hands-on support, a dedicated CSM, popup creation, or direct BFCM services, book a demo or read our guide to upgrading.
Getting the Best Support
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.
Our live support hours are Monday through Friday, 8am to 6pm ET.