ASG Tiered Support Model

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.

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
Updates/Upgrades & Patches Technical Guidance		✔	✔
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			✔