Customer Support Offerings offers three tiers of support to help you deliver business value through your software faster and more securely. Enterprise IT organizations have global teams delivering software changes 365 days a year. Your Value Stream Platform is mission-critical to your organization, requiring SLAs that ensure 24/7 uptime of delivery systems.

To ensure that your solution platform is fully supported for the demands of your teams, many of the top enterprises in the world have identified Premier to be crucial during their roll-outs. Our Premier plan provides a dedicated global team of Senior Support Engineers committed to delivering higher SLA’s, faster triage, faster resolutions as well as engaging customers with new service touch points to improve customer experience, system availability and system performance for our business-critical Enterprise>

Support Feature Standard 24/7 Premier
Support Hours (all business hours) 5x12* 7x24 7x24
Support Portal Access Yes Yes Yes
Screen Shares/Conference Calls for urgent issues No No Yes
Designated support engineer for escalations No No Yes
Pre-upgrade analysis No No Yes
Development Escalation Priority & Coordination No No Yes
Bi-yearly system health checks No No Yes

*Standard support services, through electronic mail or another online mechanism between the hours of 8:00 AM and 7:00 PM, U.S. Eastern time, Monday through Friday, excluding U.S. and holidays, in accordance with standard practice.

There is a datasheet available on the company website - 


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