Compare Support Plans
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Cloud Support Plans
Cloud Support | Cloud Elite Support | |
|---|---|---|
Technical Account Manager:
| Yes | Yes |
Dedicated Support Liaisons:
| 4 | 8 |
Architect Education Passes:
| 0 | 8 |
Initial response times for P1 and P2 issues:
| P1 < 2hr
| P1 < 15 minutes
|
P1 and P2 issue updates:
| As status changes or daily | P1 every 1 hour
|
Quarterly service reporting:
| Via email | Via meeting |
Weekly Case Management Meetings:
| Weekly | |
System alert notifications:
| Yes | |
Location based 24x7 support:
| Yes |
*priority definitions as provided in the Technical Support Policy and Procedures
On-Prem Support Plan
Standard* | Extended | Premier | Elite | |
|---|---|---|---|---|
Multi-Channel Support: Connect with our experts via online portal, telephone, or email to manage cases during standard business hours. | Yes | Yes | Yes | Yes |
Software Update Access: Download platform releases, updates, patches, and more when they are made available in a centralized, easy-access source. | Yes | Yes | Yes | Yes |
Dedicated Support Liaisons: Increase your team's capacity with more resources who can work directly with our support experts to resolve cases. | 2 | 4 | 6 | 8 |
24x7 Support for P1 and P2 Issues: Access round-the-clock support for critical issues that may arise during your after-hours deployment and migration cycle. | Yes | Yes | Yes | |
Weekly Case Management Meetings: Leverage your Enterprise Support resource as a centralized support resource who actively manages your open caseload to closure. | Yes | Yes | ||
Resolutions by Dedicated Support Engineers: Collaborate with dedicated support technicians to troubleshoot issues, determine the best solutions, and resolve your cases. | Yes |
* This plan is automatically included through your annual maintenance.
Upgrade your support plan.
Our global Strategy Services team provides industry‑leading support that helps you achieve system availability and uptime goals—so you can maintain a solid foundation for enterprise analytics at scale.
Contact us using the link below and your account manager will contact you about upgrading your plan shortly.