Support & Service packages

Support & Service packages

Feature Comparison Table
Feature Basic Silver Gold Platinum
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 โœ… โœ… โœ… โœ…
Communication tools โŒ โŒ โœ… โœ…
Collaboration tools โŒ โŒ โŒ โœ…
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 โŒ 99.30% 99.60% 99.70%
Commercial SLA โŒ 95% 98% 99.00%
Account manager โŒ โŒ โŒ โœ…
Custom development โŒ โœ… โœ… โœ…
Partner support โŒ โŒ โœ… โœ…
Supply analysis and recommendations โŒ โŒ โŒ โœ…
On-site training โŒ โŒ โŒ โœ…
New supplier integration โŒ $9,500 $9,500 $9,500
New supplier activation via existing hub โŒ $4,750 $4,750 $4,750
New payment gateway or VCC integration โŒ $4,750 $4,750 $4,750

.