Coach
Free
/month
Email support offered Monday-Friday, 9am-5pm
Response time up to: 12 hours for critical issues
Email support provided
Coach+
/month
Extended email support offered Monday-Friday, 7am-7pm
Response time up to: 8 hours for critical issues
4 hours of training per year
Business
/month
Always on standby: Monday-Sunday, 24x7
Response time up to: 4 hours for critical issues
Additional phone support
Technical account manager available*
8 hours of training per year
First Class
/month
Always on standby: Monday-Sunday, 24x7
Response time up to: 1 hour for critical issues
Additional phone support
Dedicated conversation channel
Dedicated escalation
Technical account manager available*
Private
/month
Always on standby: Monday-Sunday, 24x7
Response time up to: 1 hour for critical issues
Additional phone support
Dedicated conversation channel
Dedicated escalation
Technical account manager
Support days
Monday-Friday
Monday-Friday
Monday-Sunday
Monday-Sunday
Monday-Sunday
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
** Best Effort
Email support
Phone support
—
—
Dedicated conversation channel
—
—
—
Dedicated escalation
—
—
—
Technical account manager
—
—
Option*
Option*
Technical account manager
—
—
W/ additional cost
W/ additional cost
Executive sponsor
—
—
—
Training hours (per year)
—
4 hours
8 hours
16 hours
32 hours
Support QBR
—
—
— ***
* Timezone is based on the customers primary location
** Support SLA is based on best effort / guidelines, there is no contractual obligation for this plan
*** Support QBR offered with purchase of TAM
Priority 1
Business Critical
Based on support plan
Priority 2
Degraded Service
Based on support plan
Priority 3
General Issue
Based on support plan