All available plans are in compliance with our Support Terms & Conditions.
| Basic Support | Advanced Support | Enterprise Support |
|---|
Service Level Agreement | | | |
Support Time | 09:00am-05:00pm | 09:00am-05:00pm | 09:00am-05:00pm |
Communication | Email/Ticket | Email/Ticket/Phone | Email/Ticket/Phone/Live Chat |
System Availability | | | |
Guaranteed monthly uptime percentage | >95% | >99% | >99.95% |
Reimbursement | | Less than 99%: 10% Less than 95%: 25%
| Less than 99.95%: 10% Less than 99%: 25% Less than 95%: 50%
|
Response Times | | | |
Immediate Severity | Time to response: 1d Time to solution: 1w | Time to response: 4h Time to solution: 2d | Time to response: 2h Time to solution: 1d |
High Severity | Time to response: 1d 4h Time to solution: 2w | Time to response: 1d Time to solution: 1w | Time to response: 4h Time to solution: 2d |
Medium Severity | Time to response: 2d Time to solution: 3w | Time to response: 1d 4h Time to solution: 2w | Time to response: 1d Time to solution: 1w |
Low Severity | Time to response: 5d Time to solution: N/A | Time to response: 2d Time to solution: Next update | Time to response: 1d 4h Time to solution: Next update |
Value Added Services | | | |
Included Support Hours (excl. Engineering Hours) | 0 | 10 | 20 |
Additional charges | Charged per hour | Charged per hour | Charged per hour |
Advanced support times | Upon request | Upon request | Upon request |