Agora.io Support Plans

Comprehensive expert insights and proactive solutions-driven approach for business transformation.

Gain Exclusive Services with a Competitive Edge

At Agora.io, 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.

Global Support
Experts

Satisfaction
Guaranteed

Optimum Resolution Time

Get Dedicated Expert Help When You Need It

Select the support level that fits your business needs.

Free

$ 0
/month
  • Tickets/Emails Support
  • Online Documentation and KB Access
  • No HIPAA Support
  • Reference Apps Access
  • Agora Analytics:
    Call Search***

Standard

$ 1,200
/month
  • Tickets/Emails Support
  • Online Documentation and KB Access
  • No HIPAA Support
  • Reference Apps Access
  • Guaranteed response times**
    (per Priority Level)
    P1 - 4 Business hours
    P2 - 16 Business hours
    P3 - 24 Business hours
  • Agora Analytics:
    Call Search***, Data Insights

Premium

$ 2,900
/month
  • Tickets/Emails Support
  • Online Documentation and KB Access
  • HIPAA Support
  • Reference Apps Access
  • Guaranteed response times**
    (per Priority Level)
    P1 - 3 hours (24/7)
    P2 - 8 Business hours
    P3 - 16 Business hours
  • Agora Analytics:
    Call Search***, Data Insights, Real-Time Alerts (coming soon), Big Channel, Auto Call diagnose
  • Code Review
  • Emergency Phone Number Access
  • Named CS Engineer

Enterprise

$ 4,900
/month
  • Tickets/Emails Support
  • Online Documentation and KB Access
  • HIPAA Support
  • Reference Apps Access
  • Guaranteed response times**
    (per Priority Level)
    P1 - 2 hours (24/7)
    P2 - 5 Business hours
    P3 - 9 Business hours
  • Agora Analytics:
    Call Search***, Data Insights, Real-Time Alerts (coming soon), Big Channel, Auto Call diagnose, RestfulAPI Access (Beta)
  • Code Review
  • Emergency Phone Number Access
  • Named CS Engineer
  • Named SA Engineer
  • Live Developer Consultation and Training
  • Early Releases 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.
*** Call Search:

  • Basic – update in 60 min, data available for 7 days
  • Standard – update in 5 min, data available for 14 days, can save 10 calls
  • Premium – update in 2 min, data available for 30 days, can save 50 calls

Named SA Engineer: Designated Solution Architect engineer who is an expert in Agora’s technologies. He/she will be familiar with your use case, requirements, implementation, and will guide you through the development process. He/she will be providing you with reasonable consultation and support to ensure you have proper implementation in the shortest possible timeframe.
Named CS Engineer: Designated Customer Success engineer who will be familiar with your implementations and will work with you on production related issues, scalability, and reginal coverages. He/she will assist you with the application rollout and proper scalability on Agora’s network.
Code Review: 1-2 hours of personalized remote review of the application design and workflows in reference to Agora’s best practices.
Live Developer Consultation and 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

Contact sales support to discuss your business needs and help guide you in selecting the right plan for your business.

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.

Contact your assigned sales support representative to discuss plans and alternatives.

Your plan starts immediately, but it may take a few days for all the different systems to sync.
You can view your support plan from your 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.

Questions About Support Plans?