Case Study: Buildkite achieves sub-5-minute support SLAs with Plain

Why Buildkite Switched to Plain to Consolidate Support Across Email and Slack

Buildkite, a continuous integration and delivery platform, needed a modern support solution to meet sub-10-minute SLAs for its premium customers. Their follow-the-sun support team operated heavily in Slack Connect, but their previous tool could not properly track these interactions, leading to slower response times, lost context, and a reliance on manual processes for measuring performance. They chose Plain to replace their inadequate system.

By implementing Plain, Buildkite unified its Slack and email support channels into a single, secure platform. This provided the team with real-time SLA visibility, centralized notifications to reduce fatigue, and AI-powered tagging to surface trends. As a result, Buildkite now consistently achieves its sub-5-minute internal response time goal, has gained valuable product insights, and meets the stringent security requirements of its enterprise customers. The migration to Plain was fast and effortless, allowing for immediate improvements.

Buildkite

Jason Jacob

VP Technical Services