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?

Basic

Rectangle Grey

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

Panda Premium

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

BigPanda Premium Plus

Rectangle Blue

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

 

Panda Silver

Basic

Panda Gold

Premium

Panda Custom

Premium +

Customer Success Manager

X

Yellow Checkmark

Blue Checkmark

Basic Support 24/7

Grey Checkmark

Yellow Checkmark

Blue Checkmark

Premium Support 24/7

X

Yellow Checkmark

Blue Checkmark

Business Reviews

Grey Checkmarkremote annual

Yellow Checkmark2 remotes

Blue Checkmark2-3 onsite

Product Alignment

X

X

Blue Checkmark

Priority Beta Access

X

X

Blue Checkmark

BigPanda Customer Portal

X

X

Blue Checkmark

Select the Success Plan that’s right for you, and get started today. To learn more, contact your BigPanda Account Executive or contact 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