Support & Service packages
Support & Service packages
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 |
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Updated 9 months ago