The App Is Free. Help Is Optional.
DocGen is, and always will be, 100% free. Paid plans cover hands-on support, custom work, and faster response times — pick what fits your team.
Ongoing Support
Same axes across every tier: hours included, response time, access. Unused hours roll over up to 2x your monthly bucket.
Pick how you'd like to pay. Longer commitments get the better rate.
Essential
Billed annually. For small orgs already running who need occasional tweaks.
- 2 hours of work per month (rolls over up to 4)
- Email support, 24-hour response
- Business hours only (Mon–Fri, 9–5 ET)
- Template tweaks, field changes, small flows
Growth
Billed annually. For active customers building out templates and automation.
- 5 hours of work per month (rolls over up to 10)
- Shared Slack channel, 4-hour response
- Business hours (Mon–Fri, 9–5 ET)
- New templates, complex merge logic, flow design
Priority
Billed annually. For heavy users running mission-critical workflows.
- 10 hours of work per month (rolls over up to 20)
- Dedicated Slack DM with severity-based response (see below)
- Extended business hours: Mon–Fri 8 AM – 7 PM ET
- Sev-1 emergency channel for after-hours and weekends
- Front-of-line queue, expedited delivery
| Compare Support Tiers | Essential | Growth | Priority |
|---|---|---|---|
| Hours included / month | 2 | 5 | 10 |
| Hour rollover cap | 4 | 10 | 20 |
| Response time | 24 hours | 4 hours | Sev-based (see below) |
| Communication | Shared Slack | Dedicated Slack DM | |
| Coverage | Business hours | Business hours | Extended hours + Sev-1 after hours |
| Queue priority | Standard | Standard | Front of line |
| Annual price | $500/mo | $1,200/mo | $2,500/mo |
Priority Tier — Severity Response Times
What you can actually count on, defined honestly.
| Severity | What it means | Response time | Coverage |
|---|---|---|---|
| Sev-1 — production critical | Document generation is broken or blocking a customer-facing process. Nobody can work around it. | 2 hours business hours / 4 hours after-hours via emergency channel | Mon–Fri 8 AM – 7 PM ET, plus Sev-1 emergency line nights & weekends |
| Sev-2 — significant impact | A template is broken or one user can't trigger generation, but a workaround exists. | Same business day | Mon–Fri 8 AM – 7 PM ET |
| Sev-3 — questions & minor issues | Questions, change requests, minor formatting issues, anything not blocking. | Next business day | Mon–Fri 8 AM – 7 PM ET |
Severity is determined collaboratively. We're not going to argue with you about whether something is Sev-1 if your team is blocked.
Setup & Implementation
Fixed-price projects. Pick the size that matches your rollout — or quote a custom build.
Quick Start
For a single template against a single object. Live within a week.
- DocGen install and package configuration
- Permission sets and security setup
- One standard template (single object, up to 10 merge fields)
- 1-hour live training for your admin and users
Standard
For teams rolling out multiple document types with real complexity.
- Everything in Quick Start, plus:
- Up to 3 templates — one can be complex (conditional sections, related lists)
- 3 hours of live training
- 30-day post-launch support window
Custom
Quoted after a scoping call. For multi-object, integrated, or migrated workflows where outcome certainty matters more than the cheapest number.
- Multi-object templates with related-record logic
- Integrations (e-sign, storage, external systems)
- Bulk template migrations (priced per-template at scale)
- Data migration from existing tools
- Custom flows, triggers, and Apex when needed
How Hours Work
The honest version, before you book the call.
What counts as a billable hour?
Time spent doing work on your behalf — building templates, configuring DocGen, writing flows, debugging, joining a working call. We round to the nearest 15 minutes.
What doesn't count: a quick Slack reply confirming we got your message, scheduling logistics, or general "how do I" questions answered with a link to the docs. If you're not sure, ask — we err on your side.
What happens if I burn through my hours mid-month?
We don't surprise-bill you. If you're approaching your monthly cap, we'll tell you before the next chunk of work and give you the choice: bump up a tier, queue it for next month, pay overage at our standard rate, or just pause.
Specifics — overage rates, true-ups, and how we handle large requests — get spelled out in your service agreement before you sign.
How does hour rollover work?
Unused hours carry forward up to 2x your monthly allotment. So Essential (2 hrs) caps rollover at 4, Growth (5 hrs) at 10, Priority (10 hrs) at 20.
Rollover hours expire when your billing term ends (annual or semi-annual). They don't survive a tier change downward.
How do severity levels work in practice?
When you message us, you tell us how impactful the issue is. Sev-1 is "we can't ship documents." Sev-2 is "something's broken but we have a workaround." Sev-3 is "I have a question or want to change something." We don't gatekeep severity — if your team is blocked, it's Sev-1.
Sev-1 has the fastest response and is the only severity covered after-hours via the emergency channel. Sev-2 and Sev-3 are handled during extended business hours. The Sev-1 emergency channel is for genuine emergencies, not for "can you change this field by Monday."
Can I cancel mid-term?
Plans run for the term you committed to — six months for semi-annual, twelve for annual. The 6-month minimum is the entry point; annual gets the better rate for committing longer. Pricing is shown as a per-month equivalent so it's easy to compare, but billing happens at the start of each term.
If your situation changes meaningfully (acquisition, business closure, the person who championed DocGen left), reach out. We've never enforced a cancellation against someone in good faith.
Can I switch tiers?
Upgrade any time — we prorate the difference and you start using the new bucket immediately.
Downgrade at the end of your current term (semi-annual or annual). We won't trap you, but we also need predictable capacity to keep response times honest.
Does support cover Salesforce admin work in general, or only DocGen?
The plans are scoped to DocGen and the Salesforce work directly around it — fields, flows, page layouts, permission sets, automations that touch document generation.
Broader Salesforce admin or development work is available on a project basis (Custom Implementation, or hourly). We'll be straight with you about scope on the call.
Do you offer nonprofit pricing?
Yes. We have a separate nonprofit program with its own pricing and free options for verified 501(c)(3)s. See the nonprofit page or mention it on your call.
Not Sure Which Fits?
Book a 30-minute call and we'll talk through your setup, workflows, and where hands-on help would matter most. No pitch, no pressure.
Book a 30-min callJust have a quick question? Ask the DocGen community on Slack — free peer support from other admins and devs.