SendBird Support Plans

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.

Community
Base
L1
L2
L3
Pricing
Free
Included in Paid Plan
4% of monthly or (min. $1,000/mo)*
6% of monthly or (min. $2,000/mo)*
8% of monthly or (min. $5,000/mo)*
Community
Access/Support
Yes
Yes
Yes
Yes
Yes
Guaranteed first response time
-
Best effort
P1 - 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
Ticket Support in Email
-
Yes (8x5)
Yes (8x5)
Yes (8x5)
Yes (24x7)
Emergency Hotline
-
-
-
Yes
Yes
Slack Support
-
-
-
-
Optional with extra payment
Customer success manager
-
-
-
-
Yes
Quarterly business review
-
-
-
-
Yes
* Annual pricing is available upon request

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.

Priority
Status
L1
L2
L3
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)
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 hr
business hrs
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

Business Hour and Day

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.

Ready for the next level?