Support
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Tools and expertise to help your business, products and services
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Features
Silver
Gold
Platinum
Issue Resolution
Break/Fix Cases
Yes
Yes
Yes
Target Initial Response Time for Critical Issues
4 business hours
1 hour
15 minutes
24x7 Support for Critical Impact issues
Yes
Yes
24x7 Support for High Impact issues
Yes
Support Access
Phone Support
Yes
Yes
Advisory Services
Architecture Support
Best Practice
Use-Case Specific
Use-Case Specific
Consultative Cases
Yes
Yes
Access to Strategic Customer Engineering
Yes
Features
Break/Fix Cases
Yes
Target Initial Response Time for Critical Issues
4 business hours
Individuals with log-in access to
Support Center
2
Architecture Support
Best Practice
Features
Break/Fix Cases
Yes
Target Initial Response Time for Critical Issues
1 business hours
Individuals with log-in access to
Support Center
5
Phone Support
Yes
Architecture Support
Use-Case Specific
Consultative Tickets
Yes
Features
Break/Fix Cases
Yes
Target Initial Response Time for Critical Issues
15 minutes
24x7 Support for Critical Impact issues
Yes
24x7 Support for High Impact issues
Yes
Individuals with log-in access to
Support Center
Unlimited
Phone Support
Yes
Architecture Support
Use-Case Specific
Consultative Tickets
Yes
Access to the technical Account Management Team
Yes
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