Drift Customer Success & Support Plans

Benefit Details
On-Demand Training Access to a library of video trainings, best practices, help documentation, and Drift certifications.
Sales User Training Overview and best practices for your sales teams that use Drift on a day-to-day basis to help improve efficiency and drive pipeline.
  • Time to first response, lead capture and meeting conversion rates
  • Target account engagement
  • Best practices for prospecting, live chat, ABM, and video messaging
Customer Success Manager ("CSM") Your Drift resource, focused on developing the strategy for you to achieve your goals. This includes:
  • Executive relationship building & engagement
  • Success planning & best practices
  • Industry trends, Health monitoring & improvements
  • Advocacy
  • Feature Request & escalation management
  • Platform education
Recurring Meetings 1-1 tactical sessions with your CSM to review your account strategy and make real-time modifications.
Strategy Sessions Interactive sessions to review high priority initiatives, platform & user adoption, playbook performance, and optimize to your strategy to meet your goals.
Executive Business Reviews Reviews of on-going performance, plan/coordinate for ongoing and upcoming activities, and review adoption metrics.
Chat Support Real time support and help from the Drift team via chat on www.drift.com.
Ticket Response Time Online support tickets which are responded to within the timeframes defined in the Service Level Agreement below.
Professional Services Engineer Technical Support resources available to help with advanced or non-standard integrations, API usage to build custom extensions or to embed Drift in app, or non-standard reporting options as needed.


In the event that a service-affecting issue is detected by Drift or reported by Customer, Drift shall, in its reasonable discretion, categorize the Priority Level pursuant to the criteria below.

Classification Description
Critical Issue affecting entire system or single critical production function; system down or operating in a materially degraded state; data integrity at risk; widespread access interruptions.
High Material component failure that materially impairs its performance.
Medium Operating with minor issues affecting a few users which can be addressed with a reasonable workaround.
Low An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; or a bug affecting a small number of users.


Drift provides support in English through the following methods:

Interaction Model Origination Method Response Method Support Availability
Chat Customer chats into support Chat
Support Hours:
M-F 6AM - 8PM, ET
Ticket Customer issue is not resolved through chat experience Email Support Hours:
M-F 8AM - 8PM, ET*
Ticket Customer submits a helpdesk ticket via the Drift application Email Support Hours:
M-F 8AM - 8PM, ET*
Ticket Customer emails support@drift.com Email Support Hours:
M-F 8AM - 8PM, ET*
Ticket Customer submits a helpdesk ticket via chat Email Support Hours:
M-F 8AM - 8PM, ET*
Ticket Customer submits ticket via ticket form Email Support Hours:
M-F 8AM - 8PM, ET*
* 24/7 based on your Support Package, weekend response time based on normal priority.



Services and coaching to ensure Drift is properly set up, tested, and deployed to hit your business goals.

Task Details
Account Setup Confirm metrics of success, review revenue acceleration strategy, install the javascript on your website.
Audience Identification Identify key audiences to target, key channels for driving traffic, and key upcoming marketing campaigns.
Technical Integrations Connect your MAP, CRM, and other systems directly to Drift so that leads and data flow correctly across your stack.
Playbook Design Select initial high impact playbooks to start then review copy, routing rules, and attribute mapping for new conversations.
Pre-Launch Testing Review your global settings, define and setup performance reports, test your playbooks to ensure you are ready to go live.
User Setup Add your users, connect your team’s calendars, and prepare your team to have conversations and booking meetings.
Reporting Align on key metrics and tracking to ensure we can measure the results and return on your Drift investment


An ongoing relationship with a Drift expert to optimize existing playbooks, build new playbooks, and perform ongoing playbook/routing maintenance (based on effort levels contracted)

Benefit Details
Playbook Builds Personalized experiences for new or existing playbooks. Strategize and advise on new playbooks needed for current or upcoming campaigns, work with your team on the flow and copy, then build or optimize on a recurring basis. Performance audit of live playbooks to optimize for success.
Conversation Routing Advise your team on setting up proper routing rules in Drift to ensure the right reps or team members are notified and join the right conversation at the right time. Access to Drift admin coaching and assistance.
Reporting and Analytics Performance reviews of playbooks and results structured around your key audiences and goals. Data driven recommendations for additional playbooks.
Please note: You cannot pool hours, unused hours will not roll over from month to month, and no refunds will be given for unused hours.