Expertise tailored to your needs
We’re here to help. Our dedicated team of experts will deliver the answers you need.
Your trusted advisors
BugSnag partners with you every step of the way to solve your error monitoring and stability management issues
Enterprise support
BugSnag is invested in your success.
Enterprise customers have access to white glove assistance from a Solutions Engineer, Customer Success Manager, and Executive Sponsor.
Get enterprise gold supportEnterprise customers have access to white glove assistance from a Solutions Engineer, Customer Success Manager, and Executive Sponsor.
Best practices
- Proactive monitoring of issues with configuration and preventive solutions for avoiding future problems with error grouping and symbolification
- Tips on how to best attach and capture error data to enhance error reports with rich information for the prioritization and quick fixing of errors
Custom Onboarding Consultations
- Partnership with BugSnag to create a Mutual Success Plan for your onboarding
- Examination of your needs based on project type, team org structure, software languages used, and business goals
- Full diagnosis of a proper path for implementation and configuration of BugSnag
Regular Check-Ins
- Meet regularly with your Customer Success Manager
- Tips for taking full advantage of BugSnag’s features
- Delivery of a smooth onboarding process
Collaborative Solution Building
- Availability for onsite visits from your Customer Success Manager and Solutions Engineer
- Continuous learning and education for understanding of our platform
- Quick insights into BugSnag best practices for improving workflows and analytics
Personalized Demos and Training
- Custom tailored demos according to your use case and personal trainings
- Flexibility to collaborate on solutions that map our capabilities to your use cases.
Support plan comparison
Response Time SLA: Outages
STANDARD
ENTERPRISE Gold
Contact us
ENTERPRISE
On-premise Outage
—
SLA
Target
2 hours
(16 x 5)*
(16 x 5)*
30 minutes
(24 x 7)
(24 x 7)
SaaS Outage
Core Bugsnag services (error reporting, sessions API, dashboard) are unavailable or exhibiting serious performance issues
—
See uptime SLA
See uptime SLA
Response Time: Priority Issues
Critical
1 day
2 hours
(16 x 5)
(16 x 5)
1 hour
(16 x 5)
(16 x 5)
High
1 day
6 hours
(16 x 5)
(16 x 5)
2 hours
(16 x 5)
(16 x 5)
Medium
8 hours
(16 x 5)
(16 x 5)
4 hours
(16 x 5)
(16 x 5)
1 day
Low
2 days
2 days
1 day
Communications
In-app ticket
Email
Slack
—
—
Callback (Zoom, Skype, etc)
—
—
Onboarding
Onboarding
—
Implementation support
Tailored deployment plan, training workshops, & quarterly business reviews
Tailored deployment plan, training workshops...
Customer Success Manager
—
—
Named
Uptime SLA
Error reporting and sessions API
—
99.8%**
99.95%**
Dashboard, build and upload API
—
99.0%**
99.5%**
What customers are saying
Additional support
All plans have access to a variety of online resources in addition to personal assistance from our Support Team
