API Services - Support Packs

Your success is our priority.

We won't rest until you've accomplished your goals. Find our support methods and response times below.

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Choose the Support Pack that’s right for you

Standard

For simple, non-critical use cases

Priority

For production customers looking for priority queueing

Premium

Top-tier support for high volume and mission-critical use cases

Premier

Top-tier support and technical success management

Support coverage

Business hours

(8am-5pm)

24/7

24/7

24/7

Guaranteed Support response

(see response times below)

SLO

SLA

SLA

Email support

Web support

Chat support

Phone support

99.99% platform availability SLA

Designated Support Engineer

Customer Solutions Management 

Best practices advice and guidance

Quarterly roadmap webinars

Health checks and business reviews

Price

Included

Starting from $750*

Starting from $1,500*

Starting from $3,000*

* Support Packs are charged under a tiered pricing model, starting low and growing as you build volume and value with Vonage Communication APIs. Contact us to learn more.

 

Initial Response Times

SLO*

Urgent (Critical service unavailable)
2 hours
High (Serious service disruption)
2 hours
Normal (Other problems)
4 hours
Low (Minor or scheduled)
1 business day

SLA

  

30 minutes

  

1 hour

  

3 hours

  

1 business day

*Service Level Objective

Follow-up Response Times

SLO

Urgent (Critical service unavailable)

1 hour

High (Serious service disruption)

2 hours

Normal (Other problems)

4 hours

Low (Minor or scheduled)

8 business hours

Self-service management APIs pricing

Data privacy and reporting

Reports API: Flexible reporting for Messaging and Voice communications channels in one powerful API.

$450/month Pay as you go $0.0004/CDR

Audit API: Prevent security vulnerabilities and proactively investigate your Vonage account events.

$500/month

Redact API: Automatically redact sensitive and personal information (PII) from your communications records.

$1,000/month

Advanced Insights: Integrate detailed video session data into your customer experience analytics.

$1,000/month

 

 

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