← All HVAC articles How-To / Education (20)

What Support Do I Get with CoolerDesk?

What Support Do I Get with CoolerDesk?

When you buy a software tool, you're also buying the support team behind it. Here's exactly what you get.

Support by Plan

Starter ($49/mo): Email support with response within 12 hours during business days. Knowledge base with self-service articles. Portal help center with FAQ and troubleshooting. Community Slack to connect with other HVAC owners.

Pro ($99/mo) — Most Popular: Priority email support with response within 4 hours during business days. Phone support during business hours. Live chat in the portal. Quarterly check-in where a team member reviews your lead performance. Everything in Starter.

Premium ($199+/mo): VIP phone support with a direct line to a senior support rep. Same-day email response within 1 hour. Onboarding concierge — a dedicated person handles your setup. Monthly performance review with detailed analytics. Priority feature requests. Everything in Pro.

What Support Actually Does

The support team helps you set up your chatbot correctly, update pricing and service area, review conversation logs and suggest improvements, add new FAQ responses based on real customer questions, and troubleshoot any technical issues within 24 hours.

What Support Doesn't Do

They won't call your leads, dispatch jobs to your techs, manage your Google Ads, or write your entire website content from scratch. But they will make sure your chatbot is capturing every possible lead.

Real Support Response Times

Based on actual data:

• Email: average 3 hours (Pro/Premium), 8 hours (Starter)
• Phone: hold time under 2 minutes during business hours
• Emergency issues (site down, chatbot not responding): 30-minute response, 7 days a week

What Customers Say

"The CoolerDesk team answered my email at 9 PM on a Sunday. They updated my pricing for a new service line and had it live by Monday morning. That's unreal for $99/month."

The Bottom Line

You're never on an island. Every plan includes human support from people who understand HVAC lead capture. The higher the plan, the faster and more personalized the support. Start the 7-day trial and test the support yourself.