Support Policy

We strive to provide world class customer experience by providing two levels of customer support to our Free and Custom plans

Level 1 – Customer Support for Free Plans

Free technical support covers the following items

• Installation and configuration issues
• Troubleshooting

Free technical support does not cover

• Modifying third party or open source software packages
• Debugging user applications
• Guaranteed response times

Method of response

• E-mail

Level 2 – Customer Support for Custom Plans

If you require guaranteed response times and other levels of support such as on-site support, please subscribe to our customer support program through https://help.sendbird.com/hc/en-us/requests/new

How to Access Customer Support

Official channels

Technical support is available through:

• https://help.sendbird.com
• https://dashboard.sendbird.com

We recommend submitting your request through your dashboard for a more catered response specific to your usage.

Please be as specific as possible for more accurate response. Utilizing our documentation (https://docs.sendbird.com/), FAQ (https://help.sendbird.com) may provide you with more immediate feedback.

Office hours:

• PST 9:00 am - 5:00 pm
• KST 9:00 am - 5:00 pm
• Free technical support does not guarantee a specific response time. However, we will do our best to respond in a timely manner.
• If you require guaranteed response times and other levels of support such as on-site support, please subscribe to our customer support program through https://help.sendbird.com/hc/en-us/requests/new

Development Communities

We will only respond to official support channel requests. However, there are community channels where customers engage in technical discussions and provide peer-to peer support.

• https://www.quora.com/search?q=sendbird
• https://stackoverflow.com/search?q=sendbird
• https://github.com/smilefam

Please note that unofficial channels do not guarantee a response from SendBird’s technical team regardless of your subscribed support level.

Constant and Proactive Monitoring

All SendBird’s services are monitored 24 hours, every day during the year. In the event of any issue affecting any of SendBird’s services, all our engineering and operations team is notified and will immediately respond to correct any issues. This constant and proactive monitoring covers all customers of SendBird.

You can always check the operational status of SendBird’s services on https://status.sendbird.com

Resources

Documentation: https://docs.sendbird.com
Blog: https://blog.sendbird.com
FAQ: https://help.sendbird.com