Tenants, Tiers & SLAs

Today, we’re releasing three foundational building blocks to make Plain even better for B2B products: Tenants, Tiers, and SLAs.

Tenants

In most B2B SaaS products, users are grouped into workspaces or similar concepts. Our new Tenants feature helps you group your customers in Plain the same way they are grouped in your product. Whether that’s by Workspace, Team , Project or Organization, you can now mirror these concepts in Plain.

This removes the need to context switch to an internal dashboard just to find out which tenant (or team) a customer belongs to.

For more detail, view our docs.

Tiers

You might offer different pricing tiers or levels of support to customers. Now, you can directly map every tenant, customer, and support request to a Tier in Plain, making it much easier to prioritize requests for certain Tiers (e.g. “Enterprise first, then Pro, then everyone else”).

You can also set a default Tier that will automatically apply to all customers.

To configure Tiers, go to Settings → Tiers.

SLAs

You can now set up SLAs for first response times. SLAs will notify you via Slack or Discord when a support request has gone unanswered for too long and is close to breaching your SLA.

You can configure SLAs to match your needs: You can set the same SLA for everyone, or set granular SLAs per priority level, tenant or tier.

You can also choose to apply business hours or have SLAs apply 24x7. You can manage Tiers & SLAs manually in the app or using the API. To configure SLAs, you can also find these in Settings → Tiers.

For more detail, view our docs.