| Basic | Standard | Gold | Platinum | |
|---|---|---|---|---|
| Self-service online help | ✔ | ✔ | ✔ | ✔ |
| Email support | ✔ |
✔
priority over Basic |
✔
priority over Standard |
✔
priority over Gold |
| In-app tickets | ✔ | ✔ | ✔ | |
| In-app chat |
✔
Business Hours |
|||
| Emergency Escalation | ✔ | |||
| Designated Technical Account Mgr | ✔ | |||
| Availability for Inquiries | ||||
| Business Hours | ✔ | ✔ | ✔ | ✔ |
| Weekends and Holidays |
✔ |
✔ |
||
| Initial Response Times | ||||
| Severity 1 | same Business Day | within 2 hours | within 30 minutes | |
| Severity 2 | next Business Day | same Business Day | within 2 hours | |
| All others | next Business Day | |||
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