Support Plans
Benefits of Support Plans
Guaranteed Response
Receive problem resolution services with guaranteed response time. Guaranteed response time depends on the priority level. Your most critical issues will immediately move to the top of the list.
24X7 Support
We provide 24x7 support 365 days a year for your mission-critical services in need of immediate support. Contact our Support team anytime and any day for urgent help.
Support Account Manager
A named Support Account Manager that knows your setup and history, so no time is wasted in fixing problems that come up.
Support Plans
A plan for your every need.
Every account gets Standard Support.
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Pricing
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Standard
Included in license fee
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Advanced
($60k min total spend)
8% of license fee
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Premium
($100k min total spend)
15% of license fee
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Premium Plus
($250k min total spend)
15% of license fee
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| Target Response Time — P1 | N/A | 1 Hour (24/7) | 15 Minutes (24/7) | 15 Minutes (24/7) |
| Target Response Time — P2 | N/A | N/A | 2 Hours (24/7) | 2 Hours (24/7) |
| Ticket Prioritization | Segment | Customer | Customer | Customer |
| System status notifications | ||||
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Email/Web support
Service Level Target by plan
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| Named support account manager | (1) |
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Standard
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Pricing
Included in license fee
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Target Response Time — P1
N/A
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Target Response Time — P2
N/A
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Ticket Prioritization
Segment
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System status notifications
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Email/Web support
Service Level Target by plan
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Named support account manager
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Advanced
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Pricing
($60k min total spend)
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Target Response Time — P1
1 Hour (24/7)
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Target Response Time — P2
N/A
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Ticket Prioritization
Customer
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System status notifications
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Email/Web support
Service Level Target by plan
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Named support account manager
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Premium
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Pricing
($100k min total spend)
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Target Response Time — P1
15 Minutes (24/7)
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Target Response Time — P2
2 Hours (24/7)
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Ticket Prioritization
Customer
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System status notifications
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Email/Web support
Service Level Target by plan
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Named support account manager
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Premium Plus
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Pricing
($250k min total spend)
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Target Response Time — P1
15 Minutes (24/7)
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Target Response Time — P2
2 Hours (24/7)
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Ticket Prioritization
Customer
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System status notifications
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Email/Web support
Service Level Target by plan
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Named support account manager
(1)
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(1) Only Premium Plus Support provides a named Support Account Manager (SAM) who will be available during the SAM’s regular business hours to manage Support Tickets. Outside regular business hours, Premium Plus Support Tickets may be managed by someone else from the Support Team.
Segment may, at its sole discretion, update these support plans at any time; however, in no event will any update to these support plans result in any material reduction in the features of the individual support plan to which you are subscribed at the time of such update. The then-current support plans will be available on this webpage.
Which Support Plan is right for me?
If you need help deciding which Support Plan fits your needs, feel free to contact us. I need help decidingSubmitting a Support Ticket
Customers with Advanced, Premium, or Premium Plus Support must select a priority level for Support Tickets submitted via the Support Portal and provide a technical contact to help gather data, test, and apply fixes during the 24x7 period.