Support Plans -  Priority & Response Timings

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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