Customer Success Plans

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