My support ticket has been open for about two weeks without any meaningful response. As a startup, it's becoming difficult to justify relying on this cloud provider when even basic issues sit unresolved. I'm currently on the Basic support plan and need help getting SMS access approved outside the sandbox. Is there a practical way to escalate this, or do I need to upgrade my support plan?
3 Answers
Basic Support doesn’t include a response-time SLA, so tickets can remain unanswered for quite a while. If you need dependable help for production issues, Business Support or higher is generally the minimum tier to consider.
Unfortunately, the practical answer is usually to pay for a higher support tier. Business-level support provides much more predictable assistance, while Basic is mainly intended for account and billing guidance rather than time-sensitive technical troubleshooting.
First, confirm which support plan you’re on and include the exact service and problem in the ticket. For SMS sandbox removal, make sure your account and use case details are complete. If the request is urgent, upgrading support is likely the most reliable escalation path.
That’s especially important once the workload is in production. Waiting weeks for a basic service-limit request can easily cost more than the support upgrade.