Definitions
Below is a breakdown of support definitions.
Basic
For Free Users
- Cloud infrastructure managed by Appspace
- Latest software releases
- Access to online documentation
- Access to video tutorials
Advanced
For Express Users
- All the benefits of basic, plus:
- Online chat support
- 12hr response time
- Two ticket administrators
- Three incidents /mo.*
- Support from Monday-Friday, 8am-5pm**
Premium
For Omni C & D Users
- All the benefits of advanced, plus:
- Phone and ticket support
- 4hr response time for cloud issues
- 8hr response time for on-prem issues
- Five ticket administrators
- Unlimited incidents /mo.*
Elite
For Omni E & F Users
- All the benefits of premium, plus:
- Named Customer Success Manager
- 2hr response time for cloud issues
- 4hr response time for on-prem issues
- Twenty ticket administrators
- Unlimited incidents /mo*
- Support from Sunday-Saturday, 8am-5pm**
*Reported software bugs and cloud outages do not count towards your monthly incident quota.
**Support hours reflect nearest Appspace regional support center to the primary location of the account.
For full terms of the Service Level Agreement, click here
Other services may be available for a fee through a partner or Appspace Professional Services