Skip to content
CBT Nuggets
DemoRequest Demo

Support tiers

Support that scales with your team

Every CBT Nuggets customer gets the Help Center, email, and live chat. Enterprise contracts add a named Customer Success Manager, a custom SLA, and a dedicated Slack channel.

Detailed support-tier comparison

All customers

Standard Support

Self-serve answers, plus a real person when you need one. Included with every plan.

Response time
Next business day
Audience
All customers

What you get

  • Help Center search across every published article
  • Email + live-chat coverage during business hours
  • Knowledge-base updates on platform releases

Channels

  • Help Center & searchAll customers, 24/7
  • Email supportAll customers
  • Live chatBusiness hours

Enterprise contracts

Enterprise + Named CSM

Named Customer Success Manager, custom SLA, and procurement-grade compliance + audit assistance.

Response time
Custom — see your contract
Audience
Enterprise contracts

What you get

  • A named CBT Nuggets employee owns your account end-to-end
  • Custom SLA + 24/7 named on-call available in your contract
  • Quarterly business reviews tie training to your renewal goals
  • Help responding to compliance documentation requests for HIPAA, PCI DSS, CMMC, and similar programs

Channels

  • Help Center & searchAll customers, 24/7
  • Email supportAll customers
  • Live chatBusiness hours
  • Phone supportBusiness hours
  • Dedicated Slack channelEnterprise
  • Named Customer Success ManagerEnterprise contracts
  • Quarterly business reviewsEnterprise
Talk to your account team

Common questions from procurement reviewers

Where can I see the SLA in writing?
The Standard response time above is the public commitment. Enterprise customers receive a custom SLA negotiated as part of the Master Service Agreement — contact your account team for the latest version.
Is there a 24/7 support tier?
Enterprise customers can opt into 24/7 named on-call as part of their MSA. Standard support covers business hours; the Help Center is available 24/7 via self-serve search.
What’s a “Customer Success Manager”?
A named CBT Nuggets employee who owns the success of your account end-to-end — onboarding, adoption, training rollout, renewals, and escalation. Available on Enterprise contracts.
Can your team help with compliance documentation requests?
Enterprise customers can ask their account team for help responding to documentation requests for HIPAA, PCI DSS, CMMC, and similar compliance programs. Every customer can self-serve completion reports via the admin console. See the Trust Center for our security posture and certifications.

Tiers and SLA values last reviewed May 2026. Contact your account team for the most current contract terms.

Evaluating CBT Nuggets?

Talk to our team about Enterprise support

Tell us about your team size, industry, and compliance requirements. We'll talk through whether an Enterprise contract with a named CSM is the right fit.

Talk to sales