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.
|Category||Service||Classic Support||Premium Support|
|Support||Phone support||(Direct line and priority assistance)|
|Email support||(Direct line and priority assistance)|
|Chat support||(Direct line and priority assistance)|
|Maximum response time||1 day||6 hours|
|Critical response time - Urgent||< 1 day||1 hour|
|Critical response time - High||< 1 day||2 hours|
|Critical response time - Normal||< 1 day||4 hours|
|Critical response time - Low||< 1 day||6 hours|
|Access to user forums|
|Account management||Named technical account manager||Optional Add-on|
|Escalation manager||Optional Add-on|
|Quarterly product health checks||Optional Add-on|
|Educational services||Access to an exclusive customer portal, The Circle|
|Product certifications||Paid add-on||Paid add-on|
|Self-guided resources (knowledge base, help docs, and setup guides)|
when it matters most from dedicated
support engineers and minimize business disruptions.
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