Standard

Premier

Enterprise

Knowledge Base

24x7 access to our knowledge base, including all of our FAQs, tutorials, and troubleshooting guides

24x7 access to our knowledge base, including all of our FAQs, tutorials, and troubleshooting guides

24x7 access to our knowledge base, including all of our FAQs, tutorials, and troubleshooting guides

Support Portal

24x7 access to the ticketing portal for Support Contacts

24x7 access to the ticketing portal for Support Contacts

24x7 access to the ticketing portal for Support Contacts

Support Contacts

Dedicated Account Manager

Dedicated Account Manager and Named Escalation Engineer(s)

Email Support

Business hours access* to Support Engineers via email

24x7 access to Support Engineers via email

24x7 access to Support Engineers via email

Chat Support 

Dedicated Slack space for Support Contacts

Onboarding & Configuration

Best practices documentation

Best practices documentation

Hands-on configuration of multi-tenant deployments

Severity & Response Times

Minimal business impact (Sev 3-4):

   <12 business hours*

Minimal business impact (Sev 3-4):

   <8 business hours*

Moderate business impact (Sev 2):

   <4 hours

Critical business impact (Sev 1):

   <1 hour

Minimal business impact (Sev 3-4):

   <4 business hours*

Moderate business impact (Sev 2):

   <2 hours

Critical business impact (Sev 1):

   <1 hour

Third-Party Software Support

Interoperability & configuration guidance and troubleshooting

Interoperability & configuration guidance and troubleshooting

Cost

Included with all Conduit licenses

Included for all Premier customers; available for Standard customers at additional cost

Included for all Enterprise customers; available for Standard & Premier customers at additional cost