Support plans:




Basic
Advanced
Premium
Knowledge base
YESYESYES
Software updates
NOYESYES
Intervention hours
9AM – 17PM CET
9AM – 17PM CET
24x7
Email
NO
YESYES
Chat
NO
YESYES
Phone
NO
YESYES
Screen sharing
NO
YESYES
Dedicated contact
NO
NOYES


Service Level Agreement (SLA)


AdvancedPremium
Critical
Major impact: The appliance is down and no service is being provided. Total hardware failure.
Initial response time: 4 hours.

Hardware replacement: Next business day.
Initial response time: 2 hours.

Hardware replacement: Next business day.
Major
High impact: An appliance is down, has repeated performance problems or a hardware component has failed.
Initial response time: 4 hours.

Hardware replacement: Next business day.
Initial response time: 2 hours.

Hardware replacement: Next business day.
Medium
Trivial impact: A subset of the appliance functionality does not work.
Initial response time: 4 hours.

Hardware replacement: Next business day.
Initial response time: 2 hours.

Hardware replacement: Next business day.
Minor
There is no impact on your system. Question, information or how-to request.
Initial response time: 4 hours.

Hardware replacement: Next business day.
Initial response time: 2 hours.

Hardware replacement: Next business day.