Support Levels Explained #
The different tiers of support available.
Available Support Levels #
none – No Support #
| Feature | Available |
|---|---|
| Download updates | No |
| Submit tickets | No |
| License activation | Yes |
| Upgrade to paid | Yes |
basic – Standard Support #
| Feature | Available |
|---|---|
| Download updates | Yes |
| Submit tickets | Yes |
| Response SLA | 48 hours |
| Support channel |
premium – Priority Support #
| Feature | Available |
|---|---|
| Everything in Basic | Yes |
| Response SLA | 12 hours |
| Priority in queue | Yes |
| Additional channels | If configured |
enterprise – VIP Support #
| Feature | Available |
|---|---|
| Everything in Premium | Yes |
| Response SLA | 4 hours |
| Highest priority | Yes |
| Dedicated benefits | If configured |
consulting – Professional Services #
| Feature | Available |
|---|---|
| All support features | Yes |
| Custom services | As defined |
Configurable Settings #
Support level names and SLA times can be customized in product settings.