Our Support Packages offer various levels of technical assistance. All agreements include standard support, with additional packages available to meet your specific needs.
| Feature | Standard(Free) | Business($500/month) | Enterprise($3000+/month) |
|---|---|---|---|
| Support & SLAs | |||
| Severity 1: Critical | < 1-hour response | < 1-hour response | < 30-min response |
| 4-hour resolution (24/7) | 4-hour resolution (24/7) | 2-hour resolution (24/7) | |
| Severity 2: High | — | < 4-hour response | < 1-hour response |
| — | < 7 business days | < 5 business days | |
| Severity 3: Medium | — | < 24-hour response | < 2-hour response |
| — | < 21 business days | < 10 business days | |
| Severity 4: Low | — | < 48-hour response | < 4-hour response |
| — | < 30 business days | < 30 business days | |
| Ticketing Portal, Community Forum |  |
|
|
| Communication Channel | Dedicated Business Support Email (Priority replies) | Private Slack | |
| 24/7/365 Support | For S1 Issues Only | For S1 Issues Only | For All Issues |
| Dedicated Resources | |||
| Dedicated Support Agent | — | |
|
| Dedicated Solution Engineer | — | — | |
| Strategic Partnership | |||
| On-Demand Technical Calls with SLE | — | Up to time/month (On Demand) |
2 time/month* |
| Executive Business Reviews | — | — | (Quarterly) |
| Early Access Program | — | — | |
| Roadmap Influence* | — | — | |
This feature gives you the ability to schedule private, one-on-one sessions with an expert Solutions Engineer (SLE) to solve your most complex technical challenges.
When standard ticket or chat support isn't enough, you can book a dedicated call to receive live, hands-on assistance. Use these sessions for: