Support Services
Ensure seamless operations with access to expert support teams and rapid response times, keeping your systems running flawlessly.
Standard
✓ 9/5 PST
Premium
✓ 24/5 for high impact issues
✓ Dedicated Slack channel
Enterprise
✓ 24/7 for high impact issues
✓ Dedicated account team
✓ Fastest response times
This information only applies to our Continuous Maintenance plan customers. Customers on a Maintenance Credit plan can refer to their contract.
|
|
Standard |
Premium |
Enterprise |
|---|---|---|---|
Account Representative |
StandardNot Available |
PremiumNot Available |
EnterpriseDedicated Account Representative |
Slack Support |
StandardNot Available |
PremiumDedicated Slack Channel |
EnterpriseDedicated Slack Channel |
Technical Support Hours |
Standard9 hrs per day (Mon - Fri) |
PremiumL1: 24/5 (Mon – Fri) L2, L3, L4: 9 hrs (Mon – Fri) |
EnterpriseL1: 24/7 |
Website Update Support Hours |
Standard9 hrs per day (Mon - Fri) |
Premium9 hrs per day (Mon - Fri) |
Enterprise9 hrs per day (Mon - Fri) |
Initial Response Time (IRT) |
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L1: Application Down |
StandardL1: 4 business hours |
PremiumL1: 4 business hours |
EnterpriseL1: 1 hour |
L2: Serious Degradation |
StandardL2: 6 business hours |
PremiumL2: 6 business hours |
EnterpriseL2: 2 hours |
L3: Moderate Impact |
StandardL3: 1 business day |
PremiumL3: 1 business day |
EnterpriseL3: 6 business hours |
L4: Low Impact / Inquiry |
StandardL4: 2 business days |
PremiumL4: 2 business days |
EnterpriseL4: 2 business days |
Website Updates |
Standard2 business days |
Premium1 business days |
Enterprise1 business days |