About Sunshine Conversations platform access and support

<p id="docs-hc-snippet" style="display: none;">Sunshine Conversations is a messaging platform that unlocks the conversations API for customers who want advanced customizations. It is designed to help businesses build interactive messaging experiences and unify conversations across channels.</p>
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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>All Suites</strong>
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<td>Professional, Enterprise, or Enterprise Plus</td>
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<div class="body">
<p class="p" dir="ltr">Sunshine Conversations is a messaging platform that unlocks the conversations API
for customers who want advanced customizations. It is designed to help businesses build
interactive messaging experiences and unify conversations across channels.</p>
<div class="p">This article lists the current and legacy Sunshine Conversations platform access and support
plans and includes information on how to view the features. Sunshine Conversations plans prior
to April 6, 2023 are referred to as legacy plans.<div class="note" id="topic-1__note_x54_qmz_hgc">
<span class="notetitle">Note:</span> The Sunshine
Conversations dashboard is only available to users with legacy access.</div>
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<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_xxd_23c_pt">
<li class="li"><a class="xref" href="#topic_o2p_2fc_pt">Current Sunshine Conversations
plans</a></li>
<li class="li"><a class="xref" href="#topic_uny_ffc_pt">Legacy Sunshine Conversations
plans</a></li>
<li class="li"><a class="xref" href="#topic_wl5_zdb_rt">Viewing your plan type</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_o2p_2fc_pt">
<h2 class="title topictitle2" id="ariaid-title2">Current Sunshine Conversations plans</h2>
<div class="body">
<p class="p">A low-volume, self-service version of Sunshine Conversations is included in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846875034" target="_blank">Zendesk Suite Professional plans or above</a>.</p>
<p class="p">All plans include these fundamental features:</p>
<ul class="ul" id="topic_o2p_2fc_pt__ul_nsc_5ct_bwb">
<li class="li">Self-service documentation, limited support via chat</li>
<li class="li">Platform and API access</li>
<li class="li">1,000 Monthly Active Users (MAU) and 1,000 outbound notifications</li>
</ul>
<p class="p">To use additional MAU or notifications, you must purchase usage add-ons, which are sold in
increments of 2,500 MAU and 25,000 notifications, respectively. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank">About Zendesk Suite add-ons</a> for more information.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_uny_ffc_pt">
<h2 class="title topictitle2" id="ariaid-title3">Legacy Sunshine Conversations plans</h2>
<div class="body">
<p class="p">The following table shows detailed information about the legacy Support plans that were
offered prior to April 6, 2023.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" dir="ltr" frame="border" id="topic_uny_ffc_pt__table_wg1_x2r_n4b" rules="all" summary="">
<colgroup>
<col>
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<col>
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<tr class="row">
<td class="entry nocellnorowborder" rowspan="2" style="vertical-align:top;">Category</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Pricing plan</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Starter</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Premium</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Enterprise</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Support services</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Support channels</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Email</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Email &amp; Chat </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Email, Chat &amp; Phone</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Support hours</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Weekdays 10am-4pm ET</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Weekdays 9am-8pm ET</td>
<td class="entry cell-norowborder" style="vertical-align:top;">24x7 access for Production down<p class="p">Weekdays 9am-8pm ET for general issues and
degraded service</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Case severity/Response times</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">General issue: &lt; 8 business hours<p class="p">Degraded service: &lt; 4 business
hours</p>
Production system down: &lt; 2 business hours</td>
<td class="entry cell-norowborder" style="vertical-align:top;">General issue: &lt; 4 business hours<p class="p">Degraded service: &lt; 2 business
hours</p>
Production system down: &lt; 1 business hours</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Service-level guarantee</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Y</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Volume</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Monthly Active Users per month</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">500 maximum</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">500</td>
<td class="entry cell-norowborder" style="vertical-align:top;">500</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Notification rates</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Notifications per month</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">500 maximum</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">500</td>
<td class="entry cell-norowborder" style="vertical-align:top;">500</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Customer success</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Customer Success Manager</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Y</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Architecture services</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Technical architect</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Y</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Y</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Onboarding</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Y</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Y</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Onboarding guidance (post go-live)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Y</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Y</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Features</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Channels</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Standard</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">All</td>
<td class="entry cell-norowborder" style="vertical-align:top;">All</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">SDKs</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Branded</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Unbranded</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Private label or source code</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sub-accounts</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Available</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Available</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Geographic options</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">US</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">US or EU</td>
<td class="entry cell-norowborder" style="vertical-align:top;">US or EU</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sandbox environment</td>
<td class="entry nocellnorowborder" style="vertical-align:top;"> </td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Available</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Available</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Orchestration APIs</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Y</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Y</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Y</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Multi-party</td>
<td class="entry row-nocellborder" style="vertical-align:top;"> </td>
<td class="entry row-nocellborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;">Y</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_wl5_zdb_rt">
<h2 class="title topictitle2" id="ariaid-title4">Viewing your plan type</h2>
<div class="body">
<p class="p">You can view your current plan on the Subscription page in Admin Center.</p>
<p class="p"><strong class="ph b">To view your current plan</strong></p>
<ul class="ul" id="topic_wl5_zdb_rt__ul_l3s_r2r_n4b">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Billing &gt; Subscription</strong>.</span>.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834640666#topic_zjz_pdw_zgb" target="_blank">Viewing plan subscriptions</a>.</p>
</div>
</div>
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