Overview and Purpose
Nav Prime is the premium customer-support tier designed for business customers who require prioritized access, faster resolution, and proactive account management. Founded as a differentiated service line in 2018, Nav Prime evolved into a full-service support product by 2021 and, as of 2024, is positioned to deliver 24×7 triaged support, dedicated account teams, and SLA-backed response windows. The service is intended for companies that need predictable uptime, documentation-ready escalation trails, and measurable ROI from support interactions.
This document explains how Nav Prime operates in practice: channel options, target SLAs, escalation processes, KPIs used to measure performance, pricing and enrollment mechanics, and precise contact points for both technical and commercial queries. The approach below reflects proven support design principles used by enterprise SaaS support teams and adapts them to Nav Prime’s specific value proposition.
Channels, Coverage and Service-Level Agreements (SLAs)
Nav Prime provides five primary support channels: Priority phone, 24/7 live chat, priority email, scheduled video consultations, and a dedicated account manager for enterprise customers. Operational hours for live human coverage are continuous (00:00–23:59 local) for Priority Phone and Chat; email triage is staffed continuously with guaranteed business-hour escalation during 08:00–20:00 local time. SLAs are contractual: first response for phone/chat is < 2 minutes, first response for priority email is < 4 hours, and resolution SLAs vary by severity (see list below).
- Severity 1 (system-down, major revenue impact): Acknowledgement < 15 minutes, workaround or mitigation plan within 2 hours, full resolution target ≤ 72 hours.
- Severity 2 (significant functionality loss): Acknowledgement < 1 hour, remediation plan within 8 business hours, resolution target ≤ 7 calendar days.
- Severity 3 (single-user issues, configuration questions): Acknowledgement < 4 hours, resolution target ≤ 14 calendar days.
- Onboarding and configuration requests: Dedicated 90–120 minute scheduled sessions; complete configuration within 48–72 hours for standard setups.
SLA credits and incident reporting are part of the Nav Prime contract: service credits escalate by 5% of monthly fee per missed SLA up to a 50% cap. Customers can see detailed incident histories and SLA performance in the Nav Prime dashboard, exported as CSV or PDF for compliance audits.
Escalation Path and Case Management
Nav Prime uses a four-tier escalation model designed to reduce mean time to resolution (MTTR) and provide a single source of truth for complex issues. Every case is assigned a case manager within 15 minutes of creation; that manager coordinates technical resources, product engineering, and, if needed, an on-site technician within contract scope. The model is optimized to prevent “turf wars” and to maintain a continuous case narrative accessible to both customer and internal stakeholders.
Escalation times are explicit: Tier 1 support will attempt fix or workaround within the SLA windows above; Tier 2 (specialists) will be engaged within 4 hours for Severity 1 events and within 24 hours for Severity 2. Tier 3 escalations (engineering) commit to a bug triage meeting within 4 business hours of escalation and provide a patch or mitigation plan in the next standard release or hotfix cycle (typically 7–21 days depending on risk). Executive review (C-level) is available for unresolved Severity 1 incidents after 48 hours.
- Step 1 — Triage & Case Assignment: Automatic ticket + human review within 15 minutes, immediate containment for S1.
- Step 2 — Specialist Intervention: SME or specialist assigned within SLA windows; runbooks and KB referenced in the case notes.
- Step 3 — Engineering & Hotfix: Engineering engaged for root-cause analysis (RCA) and hotfix scheduling; timeline posted in ticket within 24 hours of engagement.
- Step 4 — Executive Escalation & Postmortem: Triggered if RCA not complete within 72 hours for critical events; formal postmortem delivered within 10 business days including CAPA (corrective and preventive actions).
Performance Metrics and Reporting
Nav Prime reports a standardized KPI set monthly and quarterly: Customer Satisfaction (CSAT) target 4.7/5, Net Promoter Score (NPS) target ≥ 55, First Response Time (FRT) target < 15 minutes for priority channels, Mean Time to Resolve (MTTR) target ≤ 8 hours for Severity 1 incidents, and a ticket re-open rate target ≤ 4%. These targets reflect enterprise expectations and are used in contract reviews and renewal negotiations.
Operational dashboards are available in the Nav Prime portal and include real-time queue depth, average handle time (AHT — target 6–9 minutes for voice/chat), agent occupancy, and a cost-per-contact metric used for internal resource allocation (nav internal benchmark: $8–$12 per contact, varying by channel and geography). Nav Prime also provides quarterly executive summaries including SLA adherence, top 5 recurring issues, and recommendations for product or process fixes.
Pricing, Enrollment and Billing
Nav Prime pricing is tiered to reflect the level of coverage and features. Standard Nav Prime individual plan is $149/year or $14.99/month when billed monthly; this includes priority phone/chat/email and a 1-hour onboarding session. Business/enterprise tiers begin at $499/month and include a dedicated account manager, quarterly business reviews (QBRs), and onsite support credits (two days per year). Custom enterprise pricing is available for customers with > 100 seats or complex SLAs; typical enterprise contracts range from $12,000 to $120,000 annually depending on SLAs and on-call engineering commitments.
Enrollment is digital: sign-up through the Nav Prime portal (see contact details below), with identity verification and billing setup taking an average of 24–48 hours. Trial access (14 days) is often available for proof-of-concept deployments; most customers convert within 21 days if onboarding and initial QBRs go well. Refunds and termination clauses are spelled out in the standard Terms of Service; most annual plans allow prorated refunds within the first 30 days.
Contact Details, Legal and Practical Notes
Primary support contact (general): [email protected] (sales inquiries: [email protected]). Phone for North America (Priority line): +1-800-555-0123 (24/7 priority), International: +1-512-555-0199 (business hours). Office address for legal notices and SLAs: Nav Prime Operations, 1234 Innovation Drive, Suite 200, Austin, TX 78701. Official documentation, KB, and portal access are available at https://portal.navprime.example. These channels are monitored for compliance, and all voice calls are recorded for quality and training.
Practical considerations: retain incident numbers and case manager contact for audits; request RCA documents within 10 business days for any Severity 1 event; use the portal to download CSV exports of monthly SLA reports for procurement and compliance. For sales and enterprise contracting, contact the enterprise desk at +1-512-555-0200 or [email protected] to schedule an SLA negotiation and a custom service-level addendum (SLAa) during the contracting phase.
