Service Catalog

**Table 1** Supported services
Item	Basic	Standard	Premier
Service Support	24/7 via service tickets and phone support	24/7 via service tickets, phone support	24/7 via service tickets, phone support
Technical Support	N/A	24/7 via service tickets, phone support (30 service tickets a month, with more purchasable)	24/7 via service tickets, phone support
Case Severity and Response Time	N/A	Production system unavailable: < 30 minutes Production system exceptions: < 3 hours System exceptions: < 8 hours General guidance: < 16 hours	Core production system unavailable: < 15 minutes Production system unavailable: < 30 minutes Production system exceptions: < 3 hours System exceptions: < 8 hours General guidance: < 16 hours
Priority	N/A	Normal	High
Designated TAM	N/A	N/A	A designated TAM is at your service, who expedites urgent cases and provides proactive services.
Key Event Assurance	N/A	Four natural days each year (requested in full days each time)	Eight natural days each year (requested in full days each time)
Cloud Product Architecture Consulting	N/A	Four natural days each year (requested in full days each time)	Eight natural days each year (requested in full days each time)
Monthly Service Report	N/A	N/A	Cloud product usage report (coming soon)
Training	Online video courses	An organized training online each month	An organized training online each month An on-site training each year