Platform Support Tiers

Standard Support

Enhanced Support ($)

Premium Support ($)

Description

Standard business protection that is included with your Subscription

Prioritized case handling and support experience that is aligned with your business needs

Client engagement that is aligned with your business outcomes to accelerate time-to-value

Availability

Initial response time objectives
(See below for Priority Definitions)

P1: Less than 8 hours
P2: Less than 24 hours
P3: Less than 36 hours
P4: Less than 72 hours

P1: Less than 4 hours
P2: Less than 6 hours
P3: Less than 24 hours
P4: Less than 48 hours

P1: Less than 2 hours
P2: Less than 4 hours
P3: Less than 8 hours
P4: Less than 8 hours

Additional support

• Priority handling of support cases

• Ability to set priority for support cases

• Customer Success Manager to help accelerate time to value
  Annual Business Review, including user insights

• Internal Product/Feature Advocacy

• Priority handling of support tickets

• Ability to set priority for support tickets

• A Customer Success Manager to help accelerate time to value and Strategic initiatives.
  Bi-Annual Business Review

• Internal Product/Feature Advocacy

• Access to experts for specialized technical consultations and assistance ***4 hours /mo for Client Services (Unused hours will not carry over)

• Instance Health Assessment/Audit

Priority

Description

P1 (Critical)

A serious issue preventing access to the dashboard with no available workaround.

P2 (High)

The platform is usable, but an essential feature or component is not functioning as designed. A critical defect with an acceptable workaround exists.

P3 (Medium)

The issue does not have a serious effect on business operations. The system is fully functional with minor limitations.

P4 (Low)

A request or a minor issue that does not affect the usability of the Platform

(i.e., general usage or Feature Requests, defined below)