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
• Dedicated onboarding specialist as you get acquainted with Bandwidth
• Voice Insights
  • Call Logs and Call Search API – access information about your recent calls, for up to 30 days, and retrieve call detail records to monitor and investigate individual calls
  • Call Summaries and Connections – view aggregate historical data on call count, minutes, and duration along with completed and failed call information necessary to monitor your voice services' overall health
• Messaging Insights 
  • Message Logs and Message Search API – access recent message details to monitor and investigate the delivery status of messages
  • Usage, Capacity, and Delivery – access aggregate message counts, delivery, error trends, and MPS throughput tracking, along with comprehensive filters that enable you to monitor and investigate the overall performance of the messaging service
  • Messaging Health Monitoring – view carrier rejections for spam and opt-outs, Bandwidth rejections for spam, and rejections for unregistered traffic, from the last 30 days, to understand the overall health of your messaging traffic  

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
• New customers, principal onboarding specialist assigned to guide your implementation
• Volume based pricing
• Director level access
• Prioritized response times with support SLAs
• Messaging Health Status Alerts – set a baseline threshold percentage to monitor the Messaging Health metrics and be notified when it’s exceeded

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
• New customers, principal onboarding specialist assigned to guide your implementation
• VP/SVP level access
• Regular account reviews
• Prioritized access to relevant subject matter experts at Bandwidth for complex topics. Examples include API integration, porting best practices, SIP interconnection review, Messaging campaign success & any other industry updates, and emergency services
• Voice Error Alerts (coming soon) – set a baseline threshold percentage to monitor total errors or error reasons and be notified when it’s exceeded 
• Messaging Error Alerts (coming soon) – set a baseline threshold percentage to monitor total errors,  error reasons, or specific popular errors, and be notified when it’s exceeded