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

Buildkite achieves sub-5-minute SLA support with Plain

Buildkite, a continuous integration and delivery platform, faced a challenge scaling its personal, conversation-based support model. Their follow-the-sun team struggled with fragmented customer interactions across Slack and email, leading to lost context and an inability to accurately measure their sub-10-minute SLAs for premium customers. They needed to replace manual tracking and reduce notification fatigue for their engineers.

By implementing Plain, Buildkite unified all support channels into a single platform. This provided real-time SLA visibility, centralized notifications, and AI-powered tagging to identify trends. The solution from Plain enabled the team to achieve sub-5-minute response times, improve security compliance, and gain valuable product insights, all while migrating quickly and without customer disruption.

Buildkite