Slack: Slack drops "24/7 support" from its plan table; the free support tier now targets a 2-business-day reply

What changed

Slack rewrote the support section of its pricing page. The plan comparison used to have a "Support" row headed "Access to customer support" with the entries "24/7 support", "24/7 support with 4-hr. first response time" and "24/7 priority with 4-hr. first response time". That row is gone. In its place is a "Success Plans" section with three tiers.

Change 1: the free tier. The "Standard Success Plan" is described as "Free, always-on resources and essential support — live help via Help Agent and chat, with 2-business-day target case response." Help Agent is Slack's automated assistant. Nothing on the page now promises a 4-hour first response by default.

Change 2: faster support costs extra. The "Premier Success Plan" offers "live help via Help Agent, chat, and phone, with 24/7/365 1-hour target response for business-stopping issues," and the "Signature Success Plan" adds "A designated Customer Success Manager" and "24/7/365 15-minute target response for business-stopping issues." Both are marked "Available for purchases made via sales rep only" and the table lists them as "Add-on".

What stays the same: plan prices shown on the page didn't change in this edit. (The Enterprise+ price on the page alternates between $45 per user a month and "Contact sales for pricing", which we treat as noise.)

What we can't tell from the page: which paid plans include which support level in existing contracts. The page doesn't say whether customers who bought under the old table keep 4-hour response times until renewal.

Who it affects

Teams on paid Slack plans (Pro, Business+, Enterprise) who depend on Slack's customer support, especially admins who counted on 24/7 help with a 4-hour first response.

Source

Detected on the Slack pricing page: https://slack.com/pricing. Always check the source; this summary is not legal or financial advice.

Full diff from our snapshots +27 / −15 lines

· · ·Maximize performance on the most comprehensive work OS$45USDper user / month, when paying annuallyContact sales for pricingContact Sales· · ·Enterprise+ members can flag messages for review. Owners and admins can act and view flag history.SupportAccess to customer supportWe’re here to help you get the most out of Slack, with support for your team every step of the way.24/7 support24/7 support with 4-hr. first response time24/7 priority with 4-hr. first response timeSuccess PlansStandard Success PlanFree, always-on resources and essential support — live help via Help Agent and chat, with 2-business-day target case response.Premier Success PlanPersonalized programs, expert guidance, and expedited support — live help via Help Agent, chat, and phone, with 24/7/365 1-hour target response for business-stopping issues.Available for purchases made via sales rep only.Add-onSignature Success PlanA designated Customer Success Manager, specialized programs, and our fastest support — live help via Help Agent, chat, phone, and an emergency hotline, with 24/7/365 15-minute target response for business-stopping issues.Available for purchases made via sales rep only.Add-onAdd-onAdd-onCompare all features· · ·Enterprise+ members can flag messages for review. Owners and admins can act and view flag history.SupportAccess to customer supportWe’re here to help you get the most out of Slack, with support for your team every step of the way.24/7 support24/7 support with 4-hr. first response time24/7 priority with 4-hr. first response timeSuccess PlansStandard Success PlanFree, always-on resources and essential support — live help via Help Agent and chat, with 2-business-day target case response.Premier Success PlanPersonalized programs, expert guidance, and expedited support — live help via Help Agent, chat, and phone, with 24/7/365 1-hour target response for business-stopping issues.Available for purchases made via sales rep only.Add-onSignature Success PlanA designated Customer Success Manager, specialized programs, and our fastest support — live help via Help Agent, chat, phone, and an emergency hotline, with 24/7/365 15-minute target response for business-stopping issues.Available for purchases made via sales rep only.Add-onAdd-onAdd-onLeading the way in enterprise security

Provenance: detected in our Oct 27 snapshot of the Slack pricing page, compared against Oct 26.