Hello! As part of our rollout of feature enhancements for free and performance customers, we have new names for our plans moving forward and are retiring the previously used metallic plan names.
The coverage and response times for these new plans will remain the same as your current plan. The newer plan names are listed in the table below, as well as in our comparison guide for quick reference. The table is meant to be a helpful aid in the transition process by mapping response coverages and priority timings with respect to your organization’s new plan.
|
Plan Name |
Priority Levels & Response Times |
||||
|
Premium |
24 x 7 (Includes Local Holidays) |
30 Minutes |
1 Hour |
2 Hours |
Prompt Response |
|
Advanced |
24 x 5 (Includes Local Holidays) |
1 Business Hour |
2 Business Hours |
8 Business Hours |
Prompt Response |
|
Standard |
8 x 5 (Includes Local Holidays) |
2 Business Hours |
4 Business Hours |
1 Business Day |
Prompt Response |
|
Starter |
8 x 5 (Excludes Local Holidays) |
2 Business Hours |
4 Business Hours |
1 Business Day |
Prompt Response |
|
Free |
8 x 5 (Excludes Local Holidays) |
Prompt Response |
Prompt Response |
Prompt Response |
Prompt Response |
|
Response Coverage |
Urgent |
High |
Normal |
Low |
|
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