Every PortTask customer gets a dedicated Customer Success Manager. We don't consider our job done until you've seen measurable ROI.
We guide every new customer through a proven activation programme. You won't be left to figure it out alone.
Your dedicated Customer Success Manager is assigned within 2 hours of contract signature.
Platform walkthrough with your CSM. You will create your first port call together, invite your first vendor, and leave with a clear activation plan.
Are you getting value? Any questions? Your CSM reviews your first week's activity and identifies quick wins.
Measuring impact: time saved per port call, SLA improvement, vendor onboarding progress. Identifying expansion opportunities.
Available on Professional and Enterprise plans. Strategic review of platform usage, feature adoption, and roadmap alignment.
We put our commitments in writing. Every plan includes guaranteed response times and uptime SLAs.
| Plan | Response Time | Uptime SLA | Support Channel | CSM |
|---|---|---|---|---|
Starter | 48 hours | 99.5% | Shared | |
ProfessionalPopular | 8 hours | 99.7% | Live chat + Email | Named CSM |
Enterprise | 4 hours | 99.9% | Phone + Slack + Email | Dedicated CSM |
P0 Critical (platform down): 1-hour response — ALL plans
If the PortTask platform is completely unavailable, every customer regardless of plan receives a 1-hour response SLA. This is non-negotiable.
We hold ourselves accountable. These are not aspirational values — they are operational commitments.
If we miss an SLA commitment, credits are applied to your next invoice automatically — no claim required.
If the platform is down or critically degraded, ALL plans receive a 1-hour response SLA. No exceptions.
All incidents are posted to our public status page in real-time. No hiding behind vague messages.
Talk to our team about your operations. We'll show you exactly how PortTask fits your workflow — and introduce you to the CSM who will support your team from day one.