Verify Appendix E
APPENDIX E: UNIFYED SINGLE SIGN-ON SUPPORT OVERVIEW
|
SUPPORT CLASS |
BASIC |
PREMIER |
PREMIER PLUS |
|---|---|---|---|
|
Limited support (4.30 AM- 1.30 PM EST) -> Phone, Email and Tickets |
|
P1,P2 and P3 |
P1,P2 and P3 |
|
Self Help Forums |
|
|
|
|
Priority Incident Handling 24*7*365 via Phone |
|
|
|
|
Support SLAs for P1 Incidents |
|
|
|
|
Total Supported Incidents (Yearly) – How-To’s and Defects Only |
NA |
40 |
60 |