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 95%: 10%

  • 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

0

10

20

Additional support

Per hour

Per hour

Per hour

Advanced support times

Upon request

Upon request

Upon request