Three published support tiers — Basic, Business, and Enterprise — bundled with your subscription tier. Basic comes with the lower-volume tiers (Grow, Build, Adapt, Sustain) and is self-serve through the support portal, the documentation, and ELIAS AI in support as your Q&A guide. Business support comes with the Business and Business Plus tiers and adds implementation-team time and per-line-item rates for custom development, custom reports, and training. Enterprise support comes with the Enterprise and Enterprise Plus tiers — implementation-team time with design fees included, lower flat fees on custom work, 10 hours of training annually, and on-site training available at $750/day plus reasonable travel. Specific response-time SLAs are part of the Master Service Agreement and the demo conversation; the support tier you choose determines the response model.
What's in each support tier
Basic Support (Grow, Build, Adapt, Sustain):
Online support portal for ticket creation
Support documentation and whitepapers
ELIAS AI in support — Q&A guide that answers questions, explains workflows, points users to the right module or setting
Acknowledgement letter customization (text and minor format changes) — $250 flat
Invoice template customization (text and minor format changes) — $250 flat
Azure Data Factory (defined system data feed) — $100/system/month plus Azure costs
Azure Data Factory support — $200/hour
Business Support (Business, Business Plus):
Everything in Basic
Implementation-team time during onboarding
Design fee for development — $150 flat
Development hours — $200/hour
Custom standard report — $500 flat fee
Custom complex report — $1,000 flat fee
Training — $100/hour, 1-hour minimum, then 15-minute increments
Custom webinar (max 25 users) — $150/hour for prep and delivery
Enterprise Support (Enterprise, Enterprise Plus):
Everything in Business
Design fee for development — included
Development hours — $150/hour
Custom standard report — $400 flat fee (lower than Business)
Custom complex report — $800 flat fee (lower than Business)
Custom enterprise report — quoted per scope
Training — $100/hour, 10 hours included annually, then 15-minute increments
On-site training — $750/day plus reasonable travel costs
The line-item rates are published on the Evolve Pricing page so you can model the cost of any specific need before signing up.
ELIAS AI in support, today
ELIAS AI in support fields customer questions through the support channel as a knowledge source — answering questions, explaining workflows, pointing users to the right module or setting. It does not currently take actions on a customer's behalf (those capabilities are in active development and ship weekly). When a question is beyond what ELIAS AI can address today, the conversation routes to a human on the support team.
Response times
Specific response-time SLAs by severity are part of the Master Service Agreement and are reviewed during the demo conversation for prospects who need them in writing. The general posture: ELIAS AI in support responds immediately as a knowledge source; human-team response times are tiered by support plan and are documented in the MSA.
What's not in any support tier
A few items are not in scope for any support plan and require either custom development (priced per support tier as above) or escalation to compliance / legal:
Custom MSA terms beyond the standard published agreement.
BAAs under HIPAA — handled with the compliance team during the demo for specific scenarios.
Custom DPA addenda for specific compliance commitments — same path.
Penetration test reports — available behind the Drata Trust Center under NDA.
How to get the most out of support
Two things that consistently produce better outcomes:
Use ELIAS AI in the dashboard first. Most "where do I find X" or "how does Y work" questions get answered immediately and don't need a ticket.
Use the sample workspace. When a question is "how should this look?" — the pre-loaded sample claim is usually the answer, populated end-to-end with the right structure to copy.
The platform's built-in functionality covers approximately 99% of operational use cases. Custom development is available, but the recommendation at sign-up is to learn the standard workflows first; most customers find they don't need customization.
Related questions
How does Evolve pricing work, plain English?
What's actually included at every pricing tier — and what costs extra?
What happens if your system goes down — what's your SLA and uptime history?
What does the onboarding process actually look like?
What does training look like for adjusters who aren't tech-savvy?