I’ve recently been surprised to find that there isn’t a plan that provides better support between the Pro plan ($19 per user/month) and an entry level Enterprise plan (quoted as $2,000 per month).
Even the Business plan ($99 per user/month) has precisely the same support as the Pro plan, if this info from the sales representative is correct:
“Pro” and “Business” are both self-serve tier plans the support offering there is the same.
Currently the support offering is email support with no guaranteed response time.
The same sales representative also explained the plan support breakdown as:
Our self-serve tier is for prototyping, hobbyist or smaller projects and therefore we don’t expect projects with urgent needs or requirements that go beyond self-serve on our self-serve tier. Our enterprise plans are suited for for projects that require more timely responses and more specific attention.
I may be the only one, but I personally find it very strange that a “Business” plan could be considered a “self-service hobbyist plan where the customer will never have urgent needs”.
I understand that the pricing cliff between the plans exists to prompt businesses that can afford to do so onto the Enterprise plan, but it’s so steep that surely there is an opportunity to provide a level of support better than Starter/Pro but still well below Enterprise requirements?
In our case we try never to bother support unless we’ve identified that we cannot action the task ourselves, and so in those rare occurrences it stings to wait days for a response hearing only crickets.
We would gladly pay to escalate a specific ticket, or be on a higher than Pro plan, we just can’t afford $2,000 a month to get faster than 81 hour response times.
*Edited - I originally misquoted the Business plan at $200 (per user/month) which was due to frequently comparing it to the Cloudflare Pages Business plan.