BigPanda customer success

BigPanda Customer Services Packages

What is customer success?

Our goal is to become an extension of the team and, in partnership with an organization, track its progress, consult with its team, and guarantee increasing value as it continues to use the BigPanda Platform. With our Premium Packages, this starts from day one. Because BigPanda drives mission-critical services and resources for an organization’s business, all our packages offer 24/7 support.

BigPanda Success Plans

Which plan is right for you?

For a relatively static environment with smaller teams and fixed processes.

For companies that require some guidance and consulting but are also looking to work more autonomously.

For enterprises with ever-evolving environments and/or those that have business-critical operations requiring our best service-level agreements (SLAs).

	Basic	Premium	Premium +
Customer Success Manager
Basic Support 24/7
Premium Support 24/7
Business Reviews	remote annual	2 remotes	2-3 onsite
Product Alignment
Priority Beta Access
BigPanda Customer Portal

Select the Success Plan that’s right for you, and get started today. To learn more, contact your BigPanda Account Executive or email us at sales@bigpanda.io.

Email Us

A few definitions

All Success Plans

24/7 support

Choose from Basic support or Premium options to access our support team for resolution of technical issues 24×7 via phone and email. The Premium support plans entitle your organization to improved SLAs and more direct access to our teams using Slack.

Premium+ customers only

BigPanda customer portal

Premium+ customers are entitled to access a self-service BigPanda Customer Portal, a central location for tracking support tickets, feature requests, statements of work (SOWs), success KPIs, and other open items.

Why Premium+

Many enterprise customers select the Premium+ plan to get:

The progress of our platform development and ongoing product enhancements
A higher level of support and response time
Ongoing best practices for NOC, SRE/DevOps, and other teams
Ongoing business reviews
Planned and ad-hoc product training
Continual success and adoption planning to increase their IT organization’s maturity and business value from BigPanda
Personal and consistent alignment with our product team
An assigned Customer Success Manager (CSM) who is their consistent point of contact who makes sure they stay on track with their goals and connects them with BigPanda resources who can help utilize BigPanda to its fullest extent