Tiers
Tiers let you segment your customers — like Enterprise, Pro, or Free — so your team can deliver differentiated support with different SLA targets for each group.
Manage your tiers in Settings → Tiers & SLAs.
Tiers are available on the Horizon pricing plan and above.
Assign a tier
Tiers can be assigned to Companies or Tenants. Once assigned, any thread from that company or tenant inherits the tier's SLA targets automatically.
To assign a tier:
Open a Company or Tenant page.
Click the Tier field in the sidebar.
Select a tier from the list.
SLAs per tier
Each tier has its own SLA configuration. Within a tier, you can set different response time targets per thread priority, so an Urgent thread from an Enterprise customer can have a tighter target than a Low priority thread from a Free customer.
You can learn more about SLAs in the SLAs → section of our documentation.
Tiers can also be assigned programmatically using Plain's GraphQL API, making it easy to sync tier assignment with your billing system or CRM.