Support Plans and SLAs at Stream

Stream emphasizes the importance of high availability and reliability for its APIs, underpinned by a robust infrastructure, extensive testing, and global support to ensure a superior user experience for over a billion end users. The company offers three support and SLA plans—Enterprise, Business, and Developer—tailored to different customer needs. The Enterprise plan provides a 99.999% uptime SLA with 100X acceleration, 24/7 phone support with a two-hour response time for critical issues, and integration reviews, making it ideal for critical applications. The Business plan includes a 99.95% uptime SLA with 25X acceleration, prioritizing ticket responses with a four-hour response time for critical issues. The Developer plan, aimed at smaller apps, does not provide specific SLA guarantees but benefits from the same infrastructure and support responsiveness, with an average ticket response time of 30 minutes. Stream's commitment to infrastructure investment and reliability assures customers of consistent performance and service quality, with detailed SLA plans outlined in the enterprise services agreement.