Coach
Free
- ✓Email support Mon–Fri, 9AM–5PM
- ✓Response time up to 12 hours for critical issues
- ✓Email support provided
Coach+
Contact sales
- ✓Extended email support Mon–Fri, 7AM–7PM
- ✓Response time up to 8 hours for critical issues
- ✓4 hours of training per year
Business
Contact sales
- ✓Always on standby: Mon–Sun, 24×7
- ✓Response time up to 4 hours for critical issues
- ✓Additional phone support
- ✓Technical account manager available*
- ✓8 hours of training per year
First Class
Contact sales
- ✓Always on standby: Mon–Sun, 24×7
- ✓Response time up to 1 hour for critical issues
- ✓Additional phone support
- ✓Dedicated conversation channel
- ✓Dedicated escalation
- ✓Technical account manager available*
Comparison
Support
| Feature | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Support days | Mon–Fri | Mon–Fri | Mon–Sun | Mon–Sun | Mon–Sun |
| Support times | 9AM–5PM** | 7AM–7PM** | 24×7 | 24×7 | 24×7 |
First Response Time
| Feature | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Priority 1 | 12 hours | 8 hours | 4 hours | 1 hour | Custom SLA |
| Priority 2 | 24 hours | 12 hours | 8 hours | 4 hours | Custom SLA |
| Priority 3 | 48 hours | 24 hours | 12 hours | 8 hours | Custom SLA |
Features
| Feature | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Email support | ✓ | ✓ | ✓ | ✓ | ✓ |
| Phone support | — | — | ✓ | ✓ | ✓ |
| Dedicated conversation channel | — | — | — | ✓ | ✓ |
| Dedicated escalation | — | — | — | ✓ | ✓ |
| Technical account manager | — | — | Option* | Option* | ✓ |
Additional offerings
| Feature | Coach | Coach+ | Business | First Class | Private |
|---|---|---|---|---|---|
| Technical account manager | — | — | +cost | +cost | ✓ |
| Executive sponsor | — | — | — | ✓ | ✓ |
| Training hours (per year) | — | 4 hours | 8 hours | 16 hours | 32 hours |
| Support QBR | — | — | +cost* | ✓ | ✓ |
Priorities
| Priority | Trigger | Severity |
|---|---|---|
| Priority 1 | Business Critical | Severe Business Impact |
| Priority 2 | Degraded Service | Big Business Impact |
| Priority 3 | General Issue | Minor Business Impact |
* At an extra cost, includes Support QBR
** Timezone is based on the customer's primary location