Every Adaptive Insights customer has access to Standard Support for online and telephone support. Our Standard Support plan provides:
If you need a faster response or extended support coverage, we recommend our Advanced Support plan. Advanced Support includes all the benefits of Standard Support plus:
If you need a faster response, extended support coverage, or an assigned support resource, we recommend our Premium Support plan. Premium Support includes all the benefits of Standard Support plus:
|Standard Support||Advanced Support||Premium Support|
|Maximum First Response Time||1 business day||6 hours||4 hours|
|Severity 1 Response Time*||1 hour||1 hour||1 hour|
|Coverage Window||12x5 in subscribed region||24x5 in subscribed region||24x5 in subscribed region|
|24x7 Coverage/Weekend Coverage||Severity 1 Only*|
|Number of Administrators With Access to Support||Up to 2||Up to 3||Up to 5**|
|Email/Ticket Submission Via Knowledge Base||Unlimited||Unlimited||Unlimited|
|Customer Success Enablement Office Hours||up to 4 per year||up to 8 per year||up to 16 per year|
|Support Knowledge Base||Included||Included||Included|
|Named Support Specialist Who Is Familiar With Your Instance & Proactive Weekly Calls (During Core Region Hours)||–||–||Included|
* "Severity Level 1 Incident" means the production instance of the Service is down for reasons other than standard maintenance and there is a critical impact to Customer if Service is not restored.
** Premium package—if a customer has multiple production instances in a subscription, they can add 2 additional administrator contacts per instance, i.e., 2 instances, up to 7; 3 instances, up to 9.