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24x7 global support, guaranteed response times, customer success manager, slack support
SendBird provides customers with several support options. The base plan comes free with any paid plan. Starter and Pro customers can optionally upgrade to Level 1 support for guaranteed response times. Enterprise plan customers can upgrade to any level of their choosing.
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.
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.
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.
General Issue
Includes bugs and development issues, product questions and enhancement requests.
The business day runs from 8AM to 5PM local time per the time zone selected by the customer (PT, KST) 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.
