Hyperfish Support

Hyperfish Support Plans

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
  Included Additional
Product Updates FeatureBullet.png FeatureBullet.png
24 x 7 Help Center Access FeatureBullet.png FeatureBullet.png
Web Case Submission FeatureBullet.png FeatureBullet.png
Email Case Submission FeatureBullet.png FeatureBullet.png
Phone Case Submission   FeatureBullet.png
Online Meeting   FeatureBullet.png
Expedited Response Times   FeatureBullet.png

 

Service Level Agreement 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.

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