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CategoryPremium
Support Level 1
Premium
Support Level 2
Premium
Support Level 3
Technical Support– 24×7 access to phone and web support
– Software updates
– THWACK community access
– 1 hour response time for P1 cases
– 4-hour response time for P2 cases
– Intermediate Customer Support resource
– 24×7 access to phone and web support
– Software updates
– THWACK community access
– 1-hour response time for P1 cases
– 2-hour response time for P2 cases
– Intermediate Customer Support resource
– Designated escalation manager
– 24×7 access to phone and web support
– Software updates
– THWACK community access
– 30-minute response time for P1 cases
– 1-hour response time for P2 cases
– Advanced Customer Support resource
– Designated escalation manager
Premium Services Team– Cases are worked by our global premium support team– Cases are worked by our designated region premium support team during business hours
– On-demand access to the global premium support team after business hours, holidays, and weekends
– Up to 4 joint technical and business reviews per year
– Cases are worked by our designated region senior premium support team during business hours
– On-demand access to the global senior premium support team after business hours, holidays, and weekends
– Up to 8 joint technical and business reviews per year
Success Services– Up to 4 Maintenance Window and upgrade assistance
– Customer Success Manager
– Up to 8 Maintenance Window and upgrade assistance
– Trusted advisors
– Expert-driven health checks
– Proactive engagement
– Assigned Technical Success Manager
– Up to 12 Maintenance Window and upgrade assistance
– Trusted advisors
– Expert-driven health checks
– Proactive engagement
– Assigned Senior Technical Success Manager