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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