# Priority Support

When you're on the Founder, Leader, or Custom plan, your support requests go to the front of the queue. Same email, same Contact page, same Discord: your message just gets picked up and answered before the general queue, so a broken workflow or a billing question does not sit behind everyone else's.

Every Sistava customer can reach the team the same three ways: email support@sista.ai, the Contact and Support pages, or the Discord community for real-time chat with other users and the team. Priority Support does not add a new channel or a new tool. It changes what happens after your message lands: on the Founder, Leader, and Custom plans, your request is handled ahead of the standard queue instead of waiting its turn behind everyone else.

This matters most in the moments where a slow answer costs you something: an employee stuck mid-sprint, a billing charge you don't recognize, a connection that stopped syncing right before a client call. On the lower plans those questions still get answered, on the same channels, by the same team. On a priority plan, they get looked at first.

The difference from standard support is not a dedicated agent or a private channel. It is queue position. Free, Starter, and Builder customers share one first-come queue across email and Discord. Founder, Leader, and Custom customers are lifted out of that queue and answered before it, using the same support@sista.ai inbox and the same Contact page every other customer already knows how to use.

There is nothing to configure and nothing to remember. Your position in line is read off the plan on the account you are writing from, so as long as you reach out from the email address on your Sistava account, your request is recognised and handled in the right order. You do not file a ticket in a separate portal, you do not quote an account number, and there is no support-only login to keep track of.

Which of the three channels you pick matters less than you might expect, because all of them reach the same team. Email is the right choice when you want to attach a screenshot or write a long explanation. The Contact page is easiest when you are already in the browser and do not want to switch to your inbox. Discord suits a quick question, or one another customer may have already hit, since answers there stay visible to everyone in the community.

Priority Support sits alongside two things every customer gets regardless of plan: the Discord community, where the team and other users talk in the open, and the in-app Feedback board, where feature requests and bug reports are voted on by everyone. Neither of those is tied to your plan. Priority Support is the one piece that moves with it, and it changes exactly one thing, the order your direct requests are answered in.

## Who Gets It

Priority Support is included on the Founder, Leader, and Custom (Enterprise) plans. Free, Starter, and Builder customers keep full access to email, Contact page, and Discord support; their requests move through the standard first-come queue.

You don't have to do anything to turn it on. The moment your account is on a qualifying plan, your support requests are handled with priority automatically, on every channel you already use. Downgrade off a qualifying plan and your requests go back into the standard queue on your next message; nothing about your account or history changes, only the order your future requests are handled in.

## Where It Doesn't Apply

Priority Support is about response order on direct support requests, not scope. It doesn't unlock a different set of answers, a private support channel, or a named account contact; that level of coverage is a separate, not-yet-available Dedicated Support tier.

It also doesn't change how the public Feedback board works. Feature requests and bug reports there are voted on and prioritized by the whole community regardless of plan, which keeps the roadmap driven by what users actually want, not by who pays the most.

## How To Get An Answer In One Reply

Queue position gets your message read sooner. What gets it resolved in one reply instead of three is the detail you put in it: what you were trying to do, what happened instead, and which workspace or AI employee it happened on. The exact wording of an error, or a screenshot of the screen you were on, usually removes an entire round trip.

Write from the email address on your Sistava account. That is what lets your plan be recognised, and it is the only piece of admin Priority Support asks of you. Writing from a personal address the account does not know means someone has to work out who you are before they can start on the actual problem.

If a request is urgent because something is blocked right now, say so and say what it is blocking. Urgency stated plainly in the first message is far more useful than a follow-up chasing the first one, and it lets the team judge what to pick up first among several priority requests.

## How It Works

**Same channels, faster place in line**

You reach out exactly the way you always would: email support@sista.ai, the Contact page at sistava.com, or the Discord Technical Support and General Support channels. There is no separate priority inbox or hidden contact form to remember.

What changes is on our side. Requests from a Founder, Leader, or Custom plan account are flagged and handled ahead of the general queue, so you are not waiting behind every Starter and Builder request that came in before yours.

The Feedback panel inside the app, where you file feature requests and bug reports, works the same for every plan: one shared board, sorted by votes, visible to all users. Priority Support covers direct support conversations, not the public feedback board.

## Use Cases

### An employee stalls mid-task before a deadline

Your AI employee stops responding or a workflow breaks right when you need it working. On a priority plan, the message you send to support@sista.ai or Discord gets picked up ahead of the standard queue instead of waiting behind everyone else's tickets.

### A billing charge you don't recognize

Credit or subscription questions are time-sensitive. Priority Support puts your Contact-page message or email in front of the general queue, so a billing question doesn't sit unanswered for a full support cycle.

### A tool connection breaks before a client meeting

When a connected tool stops syncing right before you need it, reaching out through the same support channels gets you a priority-ordered answer instead of a first-come, first-served wait.

### A setup question the guide does not settle

You have read the guide article and still cannot tell whether a setting does what you need before you commit to it. Asking from a priority plan gets a real answer ahead of the standard queue, instead of leaving you to guess and rebuild the workflow later.

## Comparison

| Before | After |
|---|---|
| Your support message joins one shared queue behind everything that arrived before it. | Founder, Leader, and Custom requests are lifted out of that queue and answered ahead of it. |
| Something breaks on a deadline day and all you can do is wait your turn. | The same message on the same channels gets picked up first, so a stalled employee is not a lost day. |
| Faster help normally means learning a separate support portal and tracking a ticket number. | You keep the email address, Contact page, and Discord channels you already use, with nothing new to set up. |
| You have no idea whether your plan changes anything about how support treats you. | Priority is read off your plan automatically, on every channel, with nothing to switch on or ask for. |

## FAQ

### Which plans include Priority Support?

Founder, Leader, and Custom (Enterprise). Free, Starter, and Builder use the standard support queue on the same channels.

### Do I contact a different email or channel for priority handling?

No. You use the exact same support@sista.ai email, Contact page, and Discord channels as every other customer. Your plan is what moves your request ahead in the queue, not a different address.

### Is there a guaranteed response time?

We don't publish a fixed SLA number. What Priority Support guarantees is queue position: your request is picked up before the standard queue, not on a promised clock.

### Does Priority Support change how feature requests are handled?

No. Feature requests and bug reports in the in-app Feedback panel go on one shared board, sorted by votes from the whole community, regardless of plan. Priority Support only affects direct support conversations.

### What if I need a dedicated support engineer, not just faster replies?

That's a separate tier, Dedicated Support, which assigns one engineer to your account. It's on our roadmap but not available yet. Priority Support is about queue order today.

### Do I need to mention my plan when I email support?

No. Priority Support is recognised from the account behind the email address you write from, so a Founder, Leader, or Custom plan is picked up without you saying anything. The one thing that helps is writing from the address on your Sistava account rather than a different personal one.

### What should I put in a support message to get help fastest?

Say what you were trying to do, what happened instead, and which workspace or AI employee it happened on. The exact error wording or a screenshot usually saves a full round trip. Priority Support moves your message up the queue, and a clear description is what lets it be answered in one reply.

### Does Priority Support cost extra on top of my plan?

No. It is included in the Founder, Leader, and Custom plans with nothing to buy and nothing to switch on. If your account is on one of those plans, every support request you send is already handled with priority.

## Where Priority Support fits

Priority Support is part of How you run the account itself.

Sign in the way your company already does, decide who can do what, and keep the money side legible. Credits, plans, invoices, referrals, and the controls that decide who reaches which part of the workspace.

- [How you run the account itself](/en/features/account): Your workspace, your money, your people.

## Read the guide

- [Guide: Priority Support](/en/guide/getting-started/community)

## More in Account & Billing

- [Monthly Credits](/en/features/account/monthly_credits): Every paid plan comes with a pool of credits that refills automatically at the start of each billing period. Credits are the single unit that pays for everything your AI employees do: thinking, tool calls, media generation, voice, and meetings. There is nothing to top up manually each month; your allowance is just there again when the new period starts.
- [Lifetime Credits (Free)](/en/features/account/lifetime_credits_free): Pick the Free plan and your workspace gets 2,000 credits in one grant, no card required. Those credits never reset and never expire; you spend them at your own pace across chat, tools, and media generation until they run out. It is a one-time bucket, not a monthly allowance, so it is meant for trying the platform before you commit to a paid plan.
- [Buy Credits](/en/features/account/credit_packs): Add credits to your workspace balance any time, on any plan, without changing your subscription. Pick from three one-time packs, pay by card through Stripe, and the credits land in your balance as soon as the payment clears.
- [Upgrade & Downgrade](/en/features/account/plan_upgrade_downgrade): Move to a bigger plan the moment you need more credits or a higher employee cap, and the change takes effect immediately. Move to a smaller plan when you need less, and it takes effect at the end of your current billing period so you keep what you already paid for. Both happen from Settings, Subscription, no support ticket required.
- [Promo Codes](/en/features/account/promo_codes): Redeem a promotional code for a one-time, lifetime grant of bonus credits on top of your plan's monthly allowance. Enter a code at signup or any time afterward from Settings, Subscription, Get Free Credits. Each grant shows up in your Credit Grants history with its source, date, and amount, and one code can be redeemed once per workspace.
- [Referrals](/en/features/account/referral_program): Share your personal referral link or invite someone by email, and you both get 1,000 free credits the moment they sign up. Track every invite from a dedicated Earn Credits page, and keep earning until you hit the 10-referral cap.
- [Data Retention](/en/features/account/data_retention): Sistava deletes operational data on a fixed schedule instead of keeping it forever by default. A cleanup job runs every day and removes rows past their retention window: short-lived debug data within a week or two, working memory after 30 days of inactivity, and usage and activity history after two years. Chat messages, documents your employees write, and persistent notes are kept indefinitely unless you delete them yourself. There is no setting to change these windows; they apply the same way to every workspace.
- [Google Sign-In](/en/features/account/oauth_google): Sign in to Sistava with your Google account instead of creating a separate password. Choose Sign up with Google on the signup page and your workspace is ready after one approval, with your name and photo carried over automatically from Google. Because Google has already confirmed your email address, there is no verification email to chase before your AI employees can start working.
- [Microsoft Sign-In](/en/features/account/oauth_microsoft): Sign up or sign in with your Microsoft account instead of creating a password. Sistava reads your Microsoft account's name, email, and profile photo to set up your account, and your Profile page shows Microsoft as your connected sign-in method. Because Microsoft has already confirmed the address belongs to you, the account counts as verified from the start and your employees can begin working straight away. Google sign-in and an ordinary email and password are the other two ways in.
- [Workspace Roles](/en/features/account/tenant_roles): Every workspace you create has an Owner, Admin, and Collaborator role, each with a fixed set of permissions over billing, the collaborator roster, and resource access. Owners can grant a non-owner collaborator extra access, or take some away, without changing their overall role. A Roles page shows your own effective access and the full permission matrix so nobody has to guess what they can do.
- [User Profile Picture](/en/features/account/user_profile_avatar): Upload a photo for your account so your teammates and AI employees see a real picture of you instead of initials. It shows up in chat, comments, and the collaborator list across every workspace you belong to. If you signed up with Google or Microsoft, your picture is pulled in automatically the first time you sign in, and you can replace it any time.
- [Two-Factor Authentication](/en/features/account/two_factor_auth): Add a second sign-in step to your Sistava account using any TOTP authenticator app, like Google Authenticator or Authy. Once enabled, a code from your app is required in addition to your password, so a leaked or guessed password alone is not enough to get in. Turning it on immediately signs out every other active session, so a session created before you enabled it cannot be used to bypass it.

## Explore

- [Every feature](/en/features)
- [Hire an AI employee](/en/market)
- [Pricing](/en/pricing)