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Standard
Support

Express   Support

Urgent  
Support

 

Pricing Structure

$1,199/year

$1,599/year

$1,999/year

Initial Response Time (Business hours)

within 4 hour

within 2 hours

within 1 hour

Initial Response Time Coverage

9 am - 5 pm, Mon-Fri

9 am - 5 pm, Mon-Fri

9 am - 5 pm, Mon-Fri

Resolution Time Coverage 24x7 Mon-Fri 24x7 Mon-Fri 24x7 Mon-Fri
Time From Response to Resolution (Business hours) within 18 hours within 12 hours within 8 hours

Scenario Covered

 

 

 

    Site Down for Unknown Reason

Yes

Yes

Yes

    Server Reports an Unknown Error

Yes

Yes

Yes

    A Site Function Stopped Working

Yes

Yes

Yes

Incidents Covered per year 2 Incidents 2 Incidents 2 Incidents

Notification Method

Email, Chat, Phone

Email, Chat, Phone

Email, Chat, Phone

Communication with Engineer at scheduled time

Chat, Online Meeting, Email, Phone

Chat, Online Meeting, Email, Phone

Chat, Online Meeting, Email, Phone