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Standard Premium Enterprise
Support TeamCloud support teamCloud support teamDedicated support team
Phone SupportNot availableNot availableAvailable
Support Hours24/5 (Mon-Fri) (best effort basis) 24/5 (Mon-Fri) Weekend & Holidays - On best effort basis.24/7 (Mon-Fri) Weekend & Holidays - On best effort basis.
L1: Application DownL1: 4 Business HoursL1: 2 Hour L1: 1 Hour
L2: Serious Degradation L2: 8 Business Hours L2: 4 Hours L2: 2 Hours
L3: Moderate Impact L3: 2-3 Business Day L3: 2 Business Day L3: 1 Business Day
L4: Low Impact / Inquiry L4: 4 Business Days L4: 2 Business Days L4: 1 Business Day