Standard Support includes updates for all your organization’s licensed Hyperfish products, 24/7 support portal access, web and email case submissions, with assured response times.
Premium Support includes all the features of Standard Support with the addition of accelerated response times, phone case submission, and online meetings.
|Entitlements||Standard Support||Premium Support|
|24 x 7 Help Center Access|
|Web Case Submission|
|Email Case Submission|
|Phone Case Submission|
|Expedited Response Times|
Critical—Production systems are inoperable, stopped or severely impacting the continuation of business systems that rely on the technology to function.
Urgent—There are issues being experienced with the product that is causing normal usage to stop or be impaired. This may be impacting production use or otherwise be causing the Hyperfish product to not function as expected.
Inquiry—The request pertains to advice, information, updates, roadmap discussions or non-production inquiries.
|Severity||Standard Support*||Premium Support*|
|Critical||4 hours||1 hours|
|Urgent||6 hours||2 hours|
|Inquiry||8 hours||4 hours|
* All response times listed are business hours, 9 a.m. - 5 p.m - US Pacific Time.