Technical Support |
Standard |
Premium |
| 24 x 7 Support |
X |
X |
| Web-Based Support |
X |
X |
| Email-Based Support |
X |
X |
| Phone-Based Support |
X |
X |
| Onsite Support |
Fee-based |
Fee-based |
Committed Response Times |
| Critical |
1 Hour |
1 Hour |
| Serious |
4 Hour |
4 Hour |
| Standard |
24 Hour |
24 Hour |
Software Support |
| Software Updates and Patches |
X |
X |
| New Releases |
X |
X |
| Security Connection Alerts |
X |
X |
Hardware Warranty |
| Hardware Support |
X |
X |
| Hardware Replacement |
X |
X |
| RMA Express |
X |
X |
Technical Center Access |
| Product Documentation & Guides |
X |
X |
| Knowledge Base |
X |
X |
Managed Accounts |
| Dedicated Senior Support Analyst |
|
X |
| On-Demand Monitoring |
|
X |
| Quarterly Health Checks |
|
X* |
| Emergency Onsite Support |
|
X |
| Software Upgrade Review/Planning |
|
X |
| Preferred Ticket Management |
|
X |
