Support plans
MessageBird has a support plan that meets every customer's needs. From a free plan for those of you just getting started all the way to a custom plan that we will customize to meet your company's needs.
USD
Extended work hours: <strong>Monday-Friday, 7am to 7pm</strong>
Response time up to: <strong>{response_time} hours </strong> for critical issues
Always on standby: <strong>Monday-Sunday, 24x7</strong>
Response time up to: <strong>{response_time} hours </strong> for critical issues
Additional phone support
Technical account manager available*
Access to customer success manager
Always on standby: <strong>Monday-Sunday, 24x7</strong>
Response time up to: <strong>{response_time} hour </strong> for critical issues
Additional phone support
Dedicated conversation channel
Dedicated escalation
Technical account manager available*
Dedicated customer success manager
Always on standby: <strong>Monday-Sunday, 24x7</strong>
Response time up to: <strong>{response_time} hour </strong> for critical issues
Additional phone support
Dedicated conversation channel
Dedicated escalation
Dedicated technical account manager
Dedicated customer success manager
* Team plans require a 12 month commitment
Comparison
| Availability | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Support days | Monday-Friday | Monday-Friday | Monday-Sunday | Monday-Sunday | Monday-Sunday |
| Support times Support times are listed in Central European Time (CEST). | 9am to 5pm | 7am to 7pm | 24x7 | 24x7 | 24x7 |
| First Response Time | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Priority 1 <p>Severe Business Impact where most Business operations are down.</p><p>Example: All messaging down, Multiple departments affected.</p> | 12 hours | 8 hours | 4 hours | 1 hours | Custom SLA |
| Priority 2 <p>Big Business Impact where crucial systems are affected.</p><p>Example: Regional outage (T-Mobile numbers not receiving messages)</p> | 24 hours | 12 hours | 8 hours | 4 hours | Custom SLA |
| Priority 3 <p>Minor Business Impact where the impact is limited.</p><p>Example: Any general questions, single sample issues.</p> | 48 hours | 24 hours | 12 hours | 8 hours | Custom SLA |
| Features | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Email Support | |||||
| Phone Support | - | - | |||
| Dedicated conversation channel Your dedicated escalation channel will be a private channel between you and our support team to bypass our standard support queues. | - | - | - | ||
| Dedicated escalation Your Dedicated Escalation will provide you with a point of contact for all escalations with MessageBird. | - | - | - | ||
| Technical account manager Your Technical Account Manager is a named support agent dedicated to building a technical relationship of trust and success between your company and MessageBird. | - | - | Option | Option | |
| Customer success manager Our team of Customer Success Managers will help guide you through your journey at MessageBird and ensure you achieve your goals through our platform. | - | - | Pool |
| Additional offerings | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Technical account manager Your Technical Account Manager is a named support agent dedicated to building a technical relationship of trust and success between your company and MessageBird. | - | - | Yes Additional cost | Yes Additional cost | |
| Executive sponsor | - | - | - | ||
| Training hours (per year) | - | - | 8 hours | 16 hours | 32 hours |
| Support QBR | - | - | - |
Priorities
| Escalation levels | Trigger | First Response Time | Priority explanations |
|---|---|---|---|
| Priority 1 | Business Critical | Based on your support plan | Severe Business Impact <p>Severe Business Impact where most Business operations are down.</p><p>Example: All messaging down, Multiple departments affected.</p> |
| Priority 2 | Degraded Service | Based on your support plan | Big Business Impact <p>Big Business Impact where crucial systems are affected.</p><p>Example: Regional outage (T-Mobile numbers not receiving messages)</p> |
| Priority 3 | General Issue | Based on your support plan | Minor Business Impact <p>Minor Business Impact where the impact is limited.</p><p>Example: Any general questions, single sample issues.</p> |