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

Support response guarantee 

(see response times below)

Best efforts

Service level objective

Service level agreement

Service level agreement

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.

 

Support response times

Standard

Priority

Premium

Premier

Initial response

Urgent (Critical service unavailable)

2 hours

30 minutes

30 minutes

High (Serious service disruption)

2 hours

1 hour

1 hour

Normal (Other problems)

4 hours

3 hours

3 hours

Low (Minor or scheduled)

1 business day

1 business day

1 business day

Follow-up response

Urgent (Critical service unavailable)

1 hour

1 hour

High (Serious service disruption)

2 hours

2 hours

Normal (Other problems)

4 hours

4 hours

Low (Minor or scheduled)

8 business hours

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.

$500/month

 

 

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