We’re so much more than our APIs

“Sendbird’s exceptional support was the biggest factor for choosing it as a partner. We’ve had other third-party vendors come through our office, but none provided the level of support that Sendbird did.”

|

Young Duck Park, Project Manager at SSG

Customers are
why we exist

Helping customers achieve better business outcomes is how we thrive. That’s why we offer support plans that include 24x7 global support, guaranteed first response times, dedicated customer success manager and even Slack support.

Sendbird Support Plans

CommunityBaseL1L2L3L4
PricingFreeIncluded in Paid Plan4% of monthly or (min. $1,000/mo)*6% of monthly or (min. $2,000/mo)*8% of monthly or (min. $5,000/mo)*10% of monthly or (min. $10,000/mo)*
Community
access/support
YesYesYesYesYesYes
Guaranteed first response timeBest effortP1 - 3 business hrs
P2 - 6 business hrs
P3 - 16 business hrs
P1 - 2 business hrs
P2 - 4 business hrs
P3 - 8 business hrs
P1 - 1 hr(24x7)
P2 - 3 business hrs
P3 - 6 business hrs
P1 - 1 hr(24x7)
P2 - 3 hrs(24x7)
P3 - 6 business hrs
Ticket support in emailYes (8x5)Yes (8x5)Yes (8x5)Yes (8x5)
P1 (24x7)
Yes (8x5)
P1 & P2 (24x7)
Emergency hotlineYesYesYes
Slack supportOptional with extra paymentIncluded
Customer success managerYesYes
Quarterly business reviewYesYes

Guaranteed first response time

The speed of our support team's response time depends on the priority level you select when you submit your ticket, your support plan, and how your plan works with our business hours. Your ticket’s priority level can be reclassified by the agent to be higher or lower based on how an issue impacts your business.

PriorityStatusL1L2L3L4
P1

Key functionality impaired in production: No workaround

Only applies to apps in production for key functionality. Represents a complete loss of service or significant features that are completely unavailable, and no workaround exists. Features in Early Access Program (EAP) do not apply.

Within 3
business hrs
Within 2
business hrs
Within 1 hr
(24x7)
Within 1 hr
(24x7)
P2

Moderate impact in production with workaround

Includes intermittent issues and reduced quality of service in production. A workaround may be available. Features in Early Access Program (EAP) do not apply.

Within 6
business hrs
Within 4
business hrs
Within 3
business hrs
Within 3 hrs
(24x7)
P3

General Issue

Includes bugs and development issues, product questions and enhancement requests.

Within 16
business hrs
Within 8
business hrs
Within 6
business hrs
Within 6
business hrs

* The business day runs from 8AM to 5PM local time per the time zone selected by the customer (PT, KST, or GMT) from Monday through Friday, excluding local public holidays.

Sendbird may, at its sole discretion, update these support plans at any time; however, in no event will any update to these support plans result in any material reduction in the features of the individual support plan to which you are subscribed at the time of such update. The then-current support plans will be available on this webpage.

Sendbird Korea. 17F, 514, Seolleung-ro, Gangnam-gu Seoul, Republic of Korea 06162   Tel: +82-2-555-4654 Email: hello@sendbird.com
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