Reduce risk with expert help

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.

Pricing
Standard Included in license fee
Advanced ($60k min total spend) 8% of license fee
Premium ($100k min total spend) 15% of license fee
Premium Plus ($250k min total spend) 15% of license fee
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
Email/Web support
Service Level Target by plan
Named support account manager (1)
Standard
Pricing
Included in license fee
Target Response Time — P1
N/A
Target Response Time — P2
N/A
Ticket Prioritization
Segment
System status notifications
Email/Web support
Service Level Target by plan
Named support account manager
Advanced
Pricing
($60k min total spend)
Target Response Time — P1
1 Hour (24/7)
Target Response Time — P2
N/A
Ticket Prioritization
Customer
System status notifications
Email/Web support
Service Level Target by plan
Named support account manager
Premium
Pricing
($100k min total spend)
Target Response Time — P1
15 Minutes (24/7)
Target Response Time — P2
2 Hours (24/7)
Ticket Prioritization
Customer
System status notifications
Email/Web support
Service Level Target by plan
Named support account manager
Premium Plus
Pricing
($250k min total spend)
Target Response Time — P1
15 Minutes (24/7)
Target Response Time — P2
2 Hours (24/7)
Ticket Prioritization
Customer
System status notifications
Email/Web support
Service Level Target by plan
Named support account manager
(1)

(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 deciding

Submitting 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.

Talk to an expert

Learn how our support expertise can help you reduce risk. Talk to an expert