We are pleased to announce our redesigned Support Plans to ensure you get the help you need from Plivo, whenever you need it. Not only will these new support offerings will provide improved service level agreements (SLAs), but businesses with a need for custom assistance from Plivo’s support team can also gain access to a dedicated Account Team for guidance on complex integrations and faster issue resolution.
Plivo Support gives customers help on technical issues in order to operate their business communications with ease. This means one-on-one, fast-response support from experienced technical support engineers, all of whom are experts across Plivo’s multiple product offerings. Like everything else on Plivo, contracts or minimum commitments aren’t needed, and there are no strings attached. If for any reason your business needs to change its level of support, you can simply upgrade, or move back to a lower-tier plan, no questions asked.
Here is a breakdown of our new Support Plans:
Basic Support: This is our free plan, which every new Plivo customer has access to. It includes Plivo’s real-time status dashboard within the console, which provides the most up-to-date and timely service health information, as well as speedy email support. We don’t offer specified response times on this plan, but our support engineers will always aim to get back to you within one business day.
Developer Support: This plan is great for customers who want email support with faster, predictable response times from our team. We offer guaranteed response times, depending on ticket priority, and the monthly price is $49.
Priority Support: This new premium plan includes 24×7 email support for users with sensitive and high severity issues. If you’re experiencing critical issues, Plivo will get back to you in three hours or less, no matter the time of the day. The price is calculated as 4% of your monthly spend with a $250 minimum.
Business Support: This top-tier plan is perfect for customers who need guidance on products and configurations that are specific to their use cases. If you’re a large enterprise company that requires a closer relationship with Plivo for bigger scale planning and problem resolution, this is absolutely the route you should go. The total cost is 6% of your monthly spend, with a $1500 minimum. Benefits include:
- 24x7 Response: Access to Plivo support staff via email, phone, and chat via Slack 24-hours a day, with a one-hour service level agreement for business-critical issues.
- Dedicated Customer Success Manager: Access to a designated contact at Plivo who understands the scope of your project or integration, is well-versed in your programming language, and can assist in expediting issue resolution.
- Quarterly Business Reviews: We’ll meet with you quarterly to review your support tickets and use cases, and also assist you with capacity planning and optimizing any deployments specific to Plivo.
You can view the full details of all four Support Plans here.
We’ve put a lot of thought into how we can best assist you and your business with more personalized support plans, and we hope you’ll find them useful. With pay-by-the-month pricing and unlimited support cases, you won’t be bound to any long-term commitments and can find a plan that fits your specific business needs.
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