...
Description | Free | Premium | Professional | |||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | Uptime Commitment | 99.50 % | - | - | ||||||||||||
| 2 | Uptime Guarantees | - | 99.50% | 99.50% | ||||||||||||
| 3 | Guaranteed Response Time during business hours | 8 hours | 4 hours | 1 hours30 minshour | ||||||||||||
| 4 | Email & Phone Support for first one month, business hours |
|
|
| ||||||||||||
| 5 | Email Support, business hours |
|
|
| ||||||||||||
| 6 | Phone Support, business hours |
|
|
| ||||||||||||
| 7 | Email Support, 24x7 |
|
|
| ||||||||||||
| 8 | Phone Support, 24x7 |
| |
| ||||||||||||
| 9 | Named support engineer |
|
|
| ||||||||||||
| 10 | Support escalation line |
|
|
| ||||||||||||
| 11 | Business Analytics along with Account Status Review |
|
|
|
...
Description (Support Plan) | Free | Premium (Pricing: INR 50,000/- per month per account) | Professional (Pricing: INR 100,000/- per month per account) | ||||
|---|---|---|---|---|---|---|---|
Target Response Time | Target Resolution Time | Target Response Time | Target Resolution Time | Target Response Time | Target Resolution Time | ||
Business Hours: 09:00 AM – 06:00 PM (Mon-Fri) Excluding Company Holidays | Severity 1 | 4 8 hours | 1-4 business days | 1 4 hours | 8 hours | 30 minutes1 hour | 4 hours |
Severity 2 | 8 hours | 2 business days | 4 hours | 1 business day | 2 hours | 1 business day | |
Severity 3 | 8 hours | 2 business days | 8 hours | 2 business days | 4 hours | 2 business days | |
Severity 4 | 2 business days | As per business requirement | Next business day | As per business requirement | Next business day | As per business requirement | |
Out-of-Business Hours
| Severity 1 | Next business day | As per normal SLA | 2 hours | 8 hours | 30 minutes | 4 hours |
Severity 2 -4 | 2 business days | As per normal SLA | Next business day | As per SLA | Next business day | As per SLA | |
...