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Support Plan Options

 

ASG offers three levels of customer support so every customer has the coverage they need, when they need it most:

  • Standard Support: Targeted at the most self-sufficient customers
  • Enhanced Support: For customers that need higher level of engagement and access to the Customer Care Team
  • Premium Support: For customers with large complex implementations that need a personalized Named Account Support Engineer (NASE)

The Enhanced and Premium packages include assistance in installation, troubleshooting, maintenance, upgrading, and disposal of product.

Support Models At-A-Glance:

ASG Customer Care Standard Enhanced Premium
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     ✔

Related Documents:

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