Support: the question is not whether it exists, but which plan it appears on
Short answer. At most tools support is not a general service but a feature that sets the higher plan apart: it sits in the price list next to the number of accounts. Asking "is there support?" is pointless; what you have to ask is which plan it starts on.
*Checked 28 July 2026. Every statement links to a vendor's own page.*
What is available from which plan
| Tool | What, and from when |
|---|---|
| Buffer | email — on all plans, including the free one; knowledge base and video tutorials → |
| Onlypult | 24/7, live chat, email and social media → |
| Sendible | dedicated manager and onboarding — from the Elite plan → |
| SocialPilot | manager, migration and implementation — Ultimate and Enterprise → |
| Sprout Social | "white-glove" implementation — the enterprise plan → |
The spread is enormous: at Buffer a live human answers a free user, while at SocialPilot a dedicated manager appears only on the second-to-last plan.
What the words in the price list mean
"Dedicated account manager" — a member of staff assigned to you. Appears only on the higher plans and usually together with migration (moving your data from another tool) and implementation.
"Onboarding" — help while you get set up, not ongoing assistance. It is a one-off service included in the plan.
24/7 is claimed by only Onlypult among those checked. The rest say nothing about response times at all.
A third of those checked say nothing
SocialBee, Hootsuite and NapoleonCat state no support terms on their pricing pages. Between 7,000 and 20,000 characters of text were checked.
SocialBee · Hootsuite · NapoleonCat
This does not mean there is no support: the information may sit in another section. But someone comparing plans will not see it there — and will be right to ask before paying.
Why this matters more than it seems
Support is the one line in a plan you will need on your worst day: when the account has dropped out, the post did not go live, and the client is waiting.
And it can drop out through no fault of the tool: an access token lives for an hour, the platform revokes permissions after a password change, the API version expires on a calendar schedule. More on this in why you are asked to reconnect your account.
What to check before you pay
- Which plan support is available from — not "whether it exists".
- How they respond: email, chat, phone — and during what hours.
- Whether you need data migration from your current tool: it often comes together with a manager, and only on the higher plans.
- If the pricing page says nothing at all about support — ask before buying.
See also: what you are paying for · for agencies and contractors · catalog index