Our world class Standard Support is included in any subscription. You got additional options to choose from if you need faster response times, or if you require a more demanding service level agreement.
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Standard Support
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Gold Support
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Response Time for P1 Issues (1)
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1 Business Day
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2 Business Hours
Reporting by telephone only
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Response Time for P2 Issues (1)
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2 Business Days
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4 Business Hours
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Response Time for P3 Issues (1)
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4 Business Days
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1 Business Day
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Support Channels
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Online, Email
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Online, Email and Phone
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Business Days / Business Hours
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Mo – Fri, 08-18h / except for statutory public holidays in the Squirro Support Location;
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24 x 7
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Emergency Patches
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No
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Yes
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New Releases
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Included
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Included
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New Releases Installation
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No
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Included for major Release Changes. No travel cost included.
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Free Squirro Business Analyst Education and Certification
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1 free Business Analyst Education / Certification per year
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2 free Business Analyst Education / Certification per year
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Squirro Expert Consultant Health Check
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1 day per 12 months for review and/or education purposes (travel cost not included)
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2 day per 12 months for review and/or education purposes (travel cost not included)
(1) Notes
A P1 incident is a major error within the software that severely impacts the customer’s use of the software in production mode, such as the loss of production data or where production systems are not functioning and no work around exists.
A P2 incident is an error within the software where the customer’s system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the customer’s business operations.
A P3 incident is a medium-to-low impact error that involves partial and/or non-critical loss of functionality for production purposes, such as a problem that that impairs some operations but allows the customer’s operations to continue to function. Response time is defined as time for first reaction after filing of the incidents. The actual incident resolution may take longer.See here for the full documentation