Agora Support Plans
Comprehensive expert insights and proactive solutions-driven approach for business transformation.
Gain Exclusive Services with a Competitive Edge
At Agora, your success is our highest priority and our support plans are designed to help you exceed your ever-evolving business needs. Experience greater scalability, performance and operational efficiency – from 1:1 consultation, issue classification, to strategic production escalation and more, we’ve got you covered. Our dedicated team of experts is committed to delivering an unparalleled support experience.
Get Dedicated Expert Help When You Need It
Select the support level that fits your business needs.
Global Support Experts
Satisfaction Guaranteed
Optimum Resolution Time
| Starter | Standard | Premium | Enterprise | |
|---|---|---|---|---|
| Price* | Free | $1,200 | $2,900 | $4,900 |
| Tickets/Emails Support | ✔ | ✔ | ✔ | ✔ |
| Online Documentation and KB Access | ✔ | ✔ | ✔ | ✔ |
| Reference Apps Access | ✔ | ✔ | ✔ | ✔ |
| HIPAA Support | ✔ | ✔ | ||
| Guaranteed Response Time P1† | N/A | 4 Business Hours | 3 Hours (24/7) | 2 Hours (24/7) |
| Guaranteed Response Time P2† | N/A | 12 Business Hours | 6 Business Hours | 4 Business Hours |
| Guaranteed Response Time P3† | N/A | 16 Business Hours | 9 Business Hours | 6 Business Hours |
| Analytics | Analytics Starter‡ | Analytics Standard‡ | Analytics Premium‡ | Analytics Enterprise‡ |
| Call Inspector | ✔ | ✔ | ✔ | ✔ |
| Call Inspector Restful API | ✔ | ✔ | ✔ | |
| Real-Time Monitoring | ✔ | ✔ | ✔ | |
| Real-Time Monitoring Restful API | ✔ | ✔ | ||
| Data Insights (Quality & Usage) | ✔ | ✔ | ✔ | |
| Data Insights Plus (Quality & Usage) | ✔ | ✔ | ||
| Data Insights Restful API | ✔ | ✔ | ||
| Alerts Notification | ✔ | ✔ | ||
| DataDog Integration | ✔ | ✔ | ||
| OKTA SSO Integration Support | ✔ | ✔ | ||
| Code Review | ✔ | ✔ | ||
| Emergency Phone Access | ✔ | ✔ | ||
| Go Live Health Check | ✔ | ✔ | ||
| Dedicated Support via Slack | ✔ | ✔ | ||
| Named CS Engineer | ✔ | ✔ | ||
| Named SA Engineer | ✔ | |||
| Named TAM Support | ✔ | |||
| Live Developer Training | ✔ | |||
| Early Release Access | ✔ |
Enterprise+ : For a customized support plan, please contact sales for details.
* Prices are monthly. Agreement is annual and charged annually.
† Guaranteed response time is for 1st response from an engineer that reviewed the issue.
Guaranteed response times are not covered for questions about developer preview and beta products.
‡ For more details about what’s included in Agora Analytics Starter, Standard, Premium, and Enterprise, please refer to this page.
Code Review: 1-2 hours of personalized remote review of the application design and workflows in reference to Agora’s best practices.
Live Developer Training: 1-2 hours of personalized training, giving developers an introduction into Agora’s platform, capabilities, APIs and best practices.
Business Days: Monday through Friday, excluding US national holidays.
Business Hours: From 7:00 a.m. to 7:00 p.m. (Pacific Standard Time – PST) on Business Days.
Ready to Select a Support Plan?
Frequently Asked Questions
How do I get started?
Contact sales support to discuss your business needs and help guide you in selecting the right plan for your business.
Are there any additional costs or fees?
Any professional services requirements not listed in the various support options may lead to additional costs. Please discuss your business needs with our sales support.
What if my business priorities and product need have changed?
Contact your assigned sales support representative to discuss plans and alternatives.
When does my plan begin after I have made a purchase?
Your plan starts immediately, but it may take a few days for all the different systems to sync.
How do I find out what access level I have?
You can view your support plan from your Agora Console.
How do I get support in my Agora Console?
Log into the Agora Console and on the top right of the page, click Support to submit a ticket to initiate a support request.