Reach

Grow

Manage

Automate

Support plans for every business

All support plans are billed annually.

Coach

Free

/month

Email support offered Monday-Friday, 9am-5pm

Response time up to: 12 hours for critical issues

Email support provided

Coach+

$

support

coach

monthlyFee

/month

Extended email support offered Monday-Friday, 7am-7pm

Response time up to: 8 hours for critical issues

4 hours of training per year

Business

$

support

business

monthlyFee

/month

Always on standby: Monday-Sunday, 24x7

Response time up to: 4 hours for critical issues

Additional phone support

Technical account manager available*

8 hours of training per year

First Class

$

support

firstClass

monthlyFee

/month

Always on standby: Monday-Sunday, 24x7

Response time up to: 1 hour for critical issues

Additional phone support

Dedicated conversation channel

Dedicated escalation

Technical account manager available*

Private

$

support

private

monthlyFee

/month

Always on standby: Monday-Sunday, 24x7

Response time up to: 1 hour for critical issues

Additional phone support

Dedicated conversation channel

Dedicated escalation

Technical account manager

Interested in learning more about Bird's Technical Account Manager program?

Comparison

Support

Coach

Coach+

Business

First Class

Private

Support days

Monday-Friday

Monday-Friday

Monday-Sunday

Monday-Sunday

Monday-Sunday

Support times

9AM - 5PM**

7AM - 7PM**

24x7

24x7

24x7

First Response Time

Coach

Coach+

Business

First Class

Private

Priority 1

12 hours

8 hours

4 hours

1 hour

Custom SLA

Priority 2

24 hours

12 hours

8 hours

4 hours

Custom SLA

Priority 3

48 hours

24 hours

12 hours

8 hours

Custom SLA

Features

Coach

Coach+

Business

First Class

Private

Email support

Phone support

—

—

Dedicated conversation channel

—

—

—

Dedicated escalation

—

—

—

Technical account manager

—

—

Option*

Option*

Additional offerings

Coach

Coach+

Business

First Class

Private

Technical account manager

—

—

W/ additional cost

W/ additional cost

Executive sponsor

—

—

—

Training hours (per year)

—

4 hours

8 hours

16 hours

32 hours

Support QBR

—

—

— *

* At an extra cost, includes Support QBR

** Timezone is based on the customers primary location

Priorities

First Response Time

Trigger

First Response Time

Priority explanations

Priority 1

Business Critical

Based on support plan

Severe Business Impact

Priority 2

Degraded Service

Based on support plan

Big Business Impact

Priority 3

General Issue

Based on support plan

Minor Business Impact

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