Services and Customer Support
Customer Support Packages
We love our customers and we’re committed to your success. Our support packages offer a range of guidance so you can count on the level of support that’s right for your business.
Basic Support
- 24/7 access to Prox Docs
- 24/7 access to chat via Intercom
- 4-hour response time
- 2 onboarding video support calls up to 30 minutes each
- 30 days of 1:1 onboarding email support
Premium Support
- Extended support features
- 2 hours of monthly IT support for door access and Wi-Fi integrations
- 1-hour response time for standard and critical issues
- 4 onboarding video support calls up to 30 minutes each
- 60 days of 1:1 onboarding email support
*Response times are to initial request. Complete resolutions may take additional time for research or development needs. Quotas and times do not rollover.
Purchase a support package from the Support section in the Proximity platform, contact us via Intercom from the dashboard of your Proximity site or email us at hello@proximity.space.
Professional Services
Manager Training for New Customers
If your business has managers who will use Proximity on a regular basis but won’t be part of your initial onboarding process, this session is recommended. This single-day session provides a comprehensive Proximity platform demo for managers, plus an in-depth Q&A session to address initial platform and process questions. We’ll review the most common member scenarios so that community managers can confidently use the Proximity platform to:
- Create membership types and billing rates
- Manage door access and set door schedules
- Manage Wi-Fi access, captive portal and troubleshoot network issues
- Help new members register and onboard
- Manage reservable resources such as conference rooms and phone booths
- Create events and manage event attendees
- Manage invoices
- Use the Mailchimp integration to send member newsletters and announcements
- Access Intercom and Proximity documentation for support
We’ll also cover common use cases in the Proximity platform and apps including:
- When to use Shared Memberships and when to use Team
- The difference between Proximity Nomad and Guest Passes
- How to use Proximity Wave for guest management
- How to use Proximity Room View for conference room management
Pricing
$500 for single-day configuration and training for up to three managers
$100 for each additional manager
New Staff Training for Current Proximity Customers
For coworking spaces that have already completed onboarding with Proximity but have new staff to train, this session will teach your managers how to navigate your Proximity site and use the platform effectively. We’ll provide a comprehensive Proximity software demo and address initial platform and process questions. We’ll also review the most common member scenarios so that community managers can confidently use the Proximity platform to support members.
Pricing
$150 for 90 minutes
Additional Services
IT Support
Wi-Fi management, network access, digital door controller support
Billed in 15-minute increments with 30-minute minimum
Pricing
$125 per hour
Onboarding Support
Extra help with onboarding questions or training
Billed in 15-minute increments with 30-minute minimum
Pricing
$85 per hour
Custom Reports
Available upon request at an hourly rate for fully customized reports for your space
Pricing
Quoted per request
Member Training
90-minute live video training to teach your members how to use the Proximity platform
Pricing
$150
“Your team has been amazing to work with! We love that we’re able to ask questions or give recommendations and always get an answer. We see the effort you are putting in to make the experience easy for us and our members. It’s wonderful having you all as a partner.”
Leslie-Anne Hoxie
The Fort