Support Services Overview

Effective: February 1, 2025

Our support services are designed to ensure customer success through both standard and premium offerings. The standard support package provides comprehensive coverage for typical business operations, while premium options offer enhanced services for customers requiring additional support or strategic partnership.

We are currently updating our support offerings, and while this outline provides one view, it is subject to change. As we continue to evolve our support model, we can work with select customers to customize solutions that align with their specific requirements.

Category	Standard Support	Premium Support
Technical Support	24/7 system monitoring and alerts Business hours support (8am-6pm ET) Email based support Online ticket system 4-hour critical response Knowledge base access	24/7 system monitoring and alerts 24/7 live technical support Email, phone, meeting Priority ticket handling Prioritized 1-hour critical response Dedicated technical manager Custom integration support Advanced system monitoring
Account Management	Customer Success Manager Quarterly business reviews Performance monitoring Basic user training Standard maintenance Regular platform updates	Executive sponsor Monthly business reviews Custom reporting Advanced analytics Onsite support options Dedicated support team
System Services	Automated backups Security patches and updates Performance optimization Standard integrations	Dedicated Solution Architect Custom development services Advanced training programs Process optimization support
Service Level Agreements	99.999% system availability Online status Response: Critical Issue: 4 hours Major Issue: 8 hours Minor Issue: 24 hours	99.999% system availability Online status Response: Critical Issue: 1 hour Major Issue: 4 hours Minor Issue: 8 hours

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