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| Standard | Premium | Enterprise | |
|---|---|---|---|
| Support Team | Cloud support team | Cloud support team | Dedicated support team |
| Phone Support | Not available | Not available | Available |
| Support Hours | 24/5 (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. |
| INITIAL RESPONSE TIME (IRT) | |||
| L1: Application Down | L1: 4 Business Hours | L1: 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 |