Webinar
Tony Ulwick on How to innovate with JTBD Theory
December 7, 2022 | 11:00 am PSTDecember 7, 2022 | 11:00 am PST“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
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.
| Community | Base | L1 | L2 | L3 | L4 | |
| 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)* | 10% of monthly or (min. $10,000/mo)* |
| Community access/support | Yes | 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 | P1 - 1 hr(24x7) P2 - 3 hrs(24x7) P3 - 6 business hrs |
| Ticket support in email | — | Yes (8x5) | Yes (8x5) | Yes (8x5) | Yes (8x5) P1 (24x7) | Yes (8x5) P1 & P2 (24x7) |
| Emergency hotline | — | — | — | Yes | Yes | Yes |
| Slack support | — | — | — | — | Optional with extra payment | Included |
| Customer success manager | — | — | — | — | Yes | Yes |
| Quarterly business review | — | — | — | — | Yes | Yes |
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 | L4 |
| 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.
