Onboarding Training Certification test

Support portal only

Priority: Support portal, Email

Priority: Support portal, Email, Online chat

Priority: Support portal, Email, Online chat

Ticketing system

✅

✅

✅

✅

Communication tools

❌

❌

✅

✅

Collaboration tools

❌

❌

❌

✅

Response SLA

Based on availability and existing queue

Regular: within 72 hours
Important: within 48 hours
Critical: within 8 hours

Regular: within 60 hours, Important: within 36 hours, Critical: within 4 hours

Regular: within 48 hours, Important: within 24 hours, Critical: within 2 hours

Technical SLA

❌

99.30%

99.60%

99.70%

Commercial SLA

❌

❌

98%

99.00%

Account manager

❌

❌

❌

✅

Custom development

❌

✅

✅

✅

Partner support

❌

❌

✅

✅

Supply analysis and recommendations

❌

❌

❌

✅

On-site training

❌

❌

❌

✅