Self-Enabled Support (KBs/Articles/Documentation, Self-Training Videos) |
24x7 |
24x7 |
24x7 |
Access to Community |
24x7 |
24x7 |
24x7 |
Technical Support (Phone, Email, Chat) |
24x5 |
24x7 (Severity Level 1 only) |
24x7 |
Technical Guidance for Product Updates / Upgrades & Patches |
|
✔ |
✔ |
Response SLAs by Severity:
(1=Critical, 2=Major, 3=Minor, 4=Request) |
1 <30 minutes
2 < 2 hours
3 < 4 hours
4 < 8 hours |
1 <30 minutes
2 < 2 hours
3 < 4 hours
4 < 8 hours |
1 <30 minutes
2 < 30 minutes
3 < 4 hours
4 < 8 hours |
Access to Beta Software (Not obligated to Ts & Cs of Beta Program, Receive copy of Beta Program Report) |
|
|
✔ |
Named Account Support Engineer (NASE) |
|
|
✔ |
Quarterly Access to Product Management |
|
|
✔ |