Service Catalog
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. |
N/A |
Four natural days each year (requested in full days each time) |
Eight natural days each year (requested in full days each time) |
|
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) |
Online video courses |
An organized training online each month |
An organized training online each month An on-site training each year |
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