MessageBird Logo
Mobile menu

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

COACH+
$500
per month
Talk to sales
  • Extended work hours: <strong>Monday-Friday, 7am to 7pm</strong>

  • Response time up to: <strong>{response_time} hours </strong> for critical issues

BUSINESS
$2,500
per month
Talk to sales
  • 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

FIRST CLASS
$5,000
per month
Talk to sales
  • 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

PRIVATE
Custom
Talk to sales
  • 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

AvailabilityCoachCoach+BusinessFirst ClassPrivate
Support daysMonday-FridayMonday-FridayMonday-SundayMonday-SundayMonday-Sunday
Support times
Support times are listed in Central European Time (CEST).
9am to 5pm7am to 7pm24x724x724x7
First Response TimeCoachCoach+BusinessFirst ClassPrivate
Priority 1
<p>Severe Business Impact where most Business operations are down.</p><p>Example: All messaging down, Multiple departments affected.</p>
12 hours8 hours4 hours1 hoursCustom 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 hours12 hours8 hours4 hoursCustom SLA
Priority 3
<p>Minor Business Impact where the impact is limited.</p><p>Example: Any general questions, single sample issues.</p>
48 hours24 hours12 hours8 hoursCustom SLA
Read more about Priorities
FeaturesCoachCoach+BusinessFirst ClassPrivate
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.
--OptionOption
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 offeringsCoachCoach+BusinessFirst ClassPrivate
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 hours16 hours32 hours
Support QBR---

Priorities

Escalation levelsTriggerFirst Response TimePriority explanations
Priority 1Business CriticalBased on your support planSevere Business Impact
<p>Severe Business Impact where most Business operations are down.</p><p>Example: All messaging down, Multiple departments affected.</p>
Priority 2Degraded ServiceBased on your support planBig Business Impact
<p>Big Business Impact where crucial systems are affected.</p><p>Example: Regional outage (T-Mobile numbers not receiving messages)</p>
Priority 3General IssueBased on your support planMinor Business Impact
<p>Minor Business Impact where the impact is limited.</p><p>Example: Any general questions, single sample issues.</p>
Cookie Settings