Ongoing support that accelerates growth

Our job is to make you successful. mParticle’s Ongoing Support plans are designed to help you optimize your use of the platform while being flexible to your unique business needs.

Basic

Our standard service offering included for every mParticle customer.

Contact us

Premier

Everything in Basic...

Proactive guidance to manage complexity and scale

Contact us

Premier Plus

Everything in Premier...

Technical consultancy and expertise to implement best practices

Contact us

Platinum

Everything in Premier Plus...

Mission-critical support and strategic roadmap planning

Contact us

Trusted by the fastest growing companies.

Compare support plans

PremierContact us
Premier PlusContact us
PlatinumContact us
Enhanced technical support

Basic

Email, Support Portal

Email, Support Portal

Premier

Email, Phone/Zoom, Support Portal

Email, Phone/Zoom, Support Portal

Premier Plus

Email, Slack, Phone/Zoom, Support Portal with high priority

Email, Slack, Phone/Zoom, Support Portal with high priority

Platinum

Email, Slack, Phone/Zoom, Support Portal with higher priority

Email, Slack, Phone/Zoom, Support Portal with higher priority

Guaranteed response time

General guidance

Technical troubleshooting

Production system impaired

Production system down

Basic

< 3 days

< 3 days

< 1 day

< 1 day

General guidance: < 3 days

Technical troubleshooting: < 3 days

Production system impaired: < 1 days

Production system down: < 1 days

Premier

< 2 days

< 3 days

< 1 day

< 3 hours

General guidance: < 2 days

Technical troubleshooting: < 3 days

Production system impaired: < 1 day

Production system down: < 3 hours

Premier Plus

< 2 days

< 2 days

< 6 hours

< 1 hour

General guidance: < 2 days

Technical troubleshooting: < 2 days

Production system impaired: < 6 hours

Production system down: < 1 hour

Platinum

< 1 days

< 1 days

< 4 hours

< 1 hour

General guidance: < 1 days

Technical troubleshooting: < 1 days

Production system impaired: < 4 hours

Production system down: < 1 hour

Customer success account management

Email, Slack, Phone/Zoom, Support Portal with high priority

Basic

On an adhoc basis

On an adhoc basis

Premier

Dedicated customer success

Dedicated customer success

Premier Plus

Dedicated customer success

Dedicated customer success

Platinum

Dedicated customer success

Dedicated customer success

New feature updates and training

Basic
Premier
Check
Premier Plus
Check
Platinum
Check
Regular business reviews

Basic
Premier
Check
Premier Plus
Check
Platinum
Check
Named technical account manager

Basic
Premier
Premier Plus
Check
Platinum
Check
Concierge support and ticket management

Basic
Premier
Premier Plus
Check
Platinum
Check
Data ingestion best practices consulting

Basic
Premier
Premier Plus
Check
Platinum
Check
Configuration assistance and optimization

Basic
Premier
Premier Plus
Platinum
Check
System architecture reviews

Basic
Premier
Premier Plus
Platinum
Check
Advanced feature support

Basic
Premier
Premier Plus
Platinum
Check
Launch planning for major events

Basic
Premier
Premier Plus
Platinum
Check

Get started today

Connect with an mParticle expert to discuss how to integrate and orchestrate customer data the right way for your business.

Request a demoContact us

Startups can now receive up to one year of complimentary access to mParticle. Learn more