Support Server support
Service level agreements
Our support team commits to enterprise service level agreements (SLAs), offering rapid response times for critical issues.
Advanced Server Support
For business operations that are critical at every time of the day and night, Advanced Server Support offers 24/7 support and a phone response to Level 1 issues within two hours.
Standard Server Support
For common workloads and business platforms that only require support during business hours, Standard Server Support offers a phone response to Level 1 issues within four hours.
|9-9 North America|
|Hours of coverage||9-5 elsewhere||24/7|
|Support channels||Online & phone||Online & phone|
|Track cases online in real time||Yes||Yes|
|Landscape system management||Included||Included|
|Service length||1 year||1 year|
Server response times
|Level one||4 hours||2 hours|
|Level two||1 business day||4 hours|
|Level three||2 business days||1 business day|