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	✅	✅	✅	✅
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	❌	❌	❌	✅
New supplier integration	❌	$9,500	$9,500	$9,500
New supplier activation via existing hub	❌	$4,750	$4,750	$4,750
New payment gateway or VCC integration	❌	$4,750	$4,750	$4,750