At Bandwidth, we connect you directly to expertise from real humans and provide you with your own escalation path and service level target response times. We also offer a variety of Customer Success Plans so that you can pick the one tailored to your specific communication needs.
Signature
Our Signature plan has been our standard since we opened our doors in 1999. 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, for free:
24/7/365 technical support via phone and email
Round-the-clock email support for porting
Full access to our online knowledge base stuffed with expert guidance
Senior Manager level access
Access to our analytics portal and API
A dedicated onboarding specialist as you get acquainted with Bandwidth
Bandwidth Insights
Premium
Our Premium plan is designed to offer extra support to your mission-critical communications. This plan includes all of the Signature plan features, and:
Call-in porting support available at all times
Pooled support, access to senior technical support
For new customers, a principal onboarding specialist assigned to guide your implementation
Volume-based pricing
Director level access
Prioritized response times with support SLAs
Premium Plus
Our Premium Plus plan gives you access to a dedicated Customer Success Manager who proactively curates your support experiences and holds regular reviews. 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 access
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