Premium Support is designed to help businesses like yours achieve a faster response time and shorten the time to incident resolution.
Premium Support comes with a service-level agreement (SLA) that specifies a guaranteed response time for incidents so you can
ensure that services in your mission-critical environments are running optimally.
Here's a comparative chart of our support tiers and the included services to help you
choose the best option for your business.
| S.No. | Services | Classic | Premium |
|---|---|---|---|
| 1. | Acknowledgement of support request | 8 Hours | 3 Hours |
| 2. | Email support | ||
| 3. | Chat support | ||
| 4. | Support via remote connection | ||
| 5. | Online resources | ||
| 6. | Service packs | ||
| 7. | Minor releases | ||
| 8. | Telephone support | ||
| 9. | Single point of contact | ||
| 10. | Global escalation team | ||
| 11. | 24x7 support | High Impact Issues | |
| 12. | Customer portal | ||
| 13. | Health check | ||
| 14. | Online training (8 hrs) | ||
| 15. | Custom product support* |
*Custom product support includes custom database queries, scripts, upgrades, configurations, and other customer-specific requests.
Terms and conditions of support plans, support features, pricing and support availability are subject to change.
For questions about your current plan, please contact sales@manageengine.com.
