At Bandwidth, we’re radically invested in our customers’ success, so we’ve organized our whole company to go the extra mile. We offer a variety of Customer Success Plans so that you can pick the one tailored to your specific communication needs.
Current Success Plans
Signature
Since opening our doors in 1999, exceptional support has been part of who we are—it’s our signature (hence the name!). Our exceptional team of experts is always ready to respond to your needs, day or night, with a CSAT consistently above 95%. This plan includes the following features:
AI chatbot
24/7/365 technical support via phone and email
Email support for porting
Full access to our online knowledge base stuffed with expert guidance
Senior Manager-level escalation
Access to Signature Bandwidth Insights
Silver
The Silver plan is built for organizations managing communications at scale who need faster, hands-on support and advanced tooling. It includes SLA-backed response times, director-level escalation, and Bandwidth Insights with proactive monitoring and alerting for voice and messaging. This plan includes all of the Signature plan features, plus:
Pooled Customer Success Manager
Prioritized response times with support SLAs and messaging vetting SLAs
Call-in porting support and access to porting specialists
Biannual consultative sessions with subject-matter experts
Director-level escalation
Access to Silver Bandwidth Insights (including Monitoring APIs)
Gold
The Gold plan is designed for mission-critical communications that demand the highest level of support. It includes a designated Customer Success Manager, quarterly business reviews, a dedicated Slack support channel, executive-level escalation, and Bandwidth Insights with custom alerts and advanced troubleshooting tools. This plan includes all of the Silver plan features, plus:
Designated Customer Success Manager
Dedicated Slack support channel
Call-in porting support, including port monitoring, post port validation and error / rejection reviews
Monthly consultative sessions with subject-matter experts
VP/SVP-level escalation
Access to Gold Bandwidth Insights (including PCAPs and Call Ladders)
Quarterly business reviews
Value realization assessments and strategic planning
Legacy Success Plans
Premium
This plan includes all of the Signature plan features, and:
Principal onboarding specialist (for new customers)
Pooled support, access to senior technical support
Call-in porting support
Director-level escalation
Volume-based pricing
Prioritized response times with support SLAs
Premium Plus
This plan includes all of the Premium plan features, and:
A primary Customer Success Manager with access to senior technical support, porting, and billing staff
Dedicated porting resources assigned to your account
VP/SVP-level escalation
Regular account reviews
Prioritized access to relevant subject matter experts at Bandwidth for complex topics, like API integration, porting best practices, SIP interconnection review, messaging campaign success, and emergency services