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Personal Support Agent

Our personal support service gives you access to a dedicated point of contact within our team. This person – your Personal Support Agent – will assist you with all types of requests, coordinate tasks, and ensure smooth communication within your group or organization.

Unlike standard customer support, this service provides a consistent contact person who understands your specific needs and actively supports you over time. Especially in complex or time-sensitive situations, this can offer significant added value.

Services Provided by a Personal Support Agent

A Personal Support Agent can assist you with the following:

  1. Answering individual questions and requests

  2. Coordinating tasks and workflows

  3. Prioritizing and forwarding support inquiries

  4. Providing guidance in using our products and services

  5. Communicating proactively about deadlines, changes, or issues

  6. Offering long-term, personalized support

The goal is to provide you with reliable and tailored assistance – efficient, direct, and without unnecessary steps.

Support Capacity

Each Personal Support Agent can support up to ten individuals simultaneously. For agents in the highest classification (Class V), the number is limited to five individuals to ensure a highly personalized experience.

Classification and Quality Assurance

All agents are regularly evaluated based on user feedback and internal quality standards. These evaluations determine their classification into one of five service levels. The classification impacts both the quality and the availability of the agent, as well as the associated costs.

Availability Based on Contract Tier

Your current contract tier determines which agent classes are available to you:

  • Members with contract tier A or B receive a Class III or Class IV agent free of charge.

  • Members with contract tier C, D, or Z may request Class I to Class III agents, depending on availability and evaluation.

Agent Classifications and Fees

Class

Rating Range

Setup Fee

Monthly Fee

Class I

1.0 – 2.4

$15.00

$5.00

Class II

2.5 – 3.4

$25.00

$10.00

Class III

3.5 – 4.4

$40.00

$18.00

Class IV (Premium)

4.5 – 4.8

$80.00

$35.00

Class V (Elite)

4.9 (Exceptional)

$500.00

$200.00

Note on Class V: Due to their exceptional expertise, Class V (Elite) agents are limited to supporting a maximum of five individuals. Availability is strictly limited and subject to approval.

How to Request a Personal Support Agent

To request a Personal Support Agent, simply contact us at [email protected]. If possible, include the following details in your message:

  1. Your contract tier

  2. The level of support you require (e.g., daily follow-ups, task coordination, technical help)

  3. Any specific preferences or requirements (optional)

Once your request is received, our team will check availability and provide you with a concrete offer along with the next steps.