Support plans for every business
All support plans are billed annually.
Interested in learning more about Bird's Technical Account Manager program?
Comparison
Support
Coach
Coach+
Business
First Class
Private
Support days
Monday-Friday
Monday-Friday
Monday-Sunday
Monday-Sunday
Monday-Sunday
Support times
9AM - 5PM*
7AM - 7PM*
24x7
24x7
24x7
First Response Time
Coach
Coach+
Business
First Class
Private
Priority 1
12 hours
8 hours
4 hours
1 hour
Custom SLA
Priority 2
24 hours
12 hours
8 hours
4 hours
Custom SLA
Priority 3
48 hours
24 hours
12 hours
8 hours
Custom SLA
** Best Effort
Features
Coach
Coach+
Business
First Class
Private
Email support
Phone support
—
—
Dedicated conversation channel
—
—
—
Dedicated escalation
—
—
—
Technical account manager
—
—
Option*
Option*
Additional offerings
Coach
Coach+
Business
First Class
Private
Technical account manager
—
—
W/ additional cost
W/ additional cost
Executive sponsor
—
—
—
Training hours (per year)
—
4 hours
8 hours
16 hours
32 hours
Support QBR
—
—
— ***
* Timezone is based on the customers primary location
** Support SLA is based on best effort / guidelines, there is no contractual obligation for this plan
*** Support QBR offered with purchase of TAM
Priorities
First Response Time
Trigger
First Response Time
Priority explanations
Priority 1
Business Critical
Based on support plan
Severe Business Impact
Priority 2
Degraded Service
Based on support plan
Big Business Impact
Priority 3
General Issue
Based on support plan
Minor Business Impact