| Support Plans | Standard | Premium |
|---|---|---|
| Email/Web support | ✔ | ✔ |
| Telephone Support | ✔ | ✔ |
| Public Status Page | ✔ | ✔ |
| 24/7/365 Support | ✖ | ✔ |
| Remote Access | ✖ | ✔ |
| Chat | ✖ | ✔ |
| Escalation to Apica R&D | ✖ | ✔ |
| Dedicated Technical Account Manager | ✖ | ✔ |
| Monthly Review | ✖ | ✔ |
| Monthly Apica SLA Reports | ✖ | ✔ |
| Number of Support tickets | Unlimited | Unlimited |
| Communications for Critical Issues: Non-business hours | Email/web | Telephone |
| Response Time Critical Incidents* (Priority Urgent) | 2 business hours | 1 hour 24/7 |
| Response Time Major Incidents* (Priority High) | 4 business hours | 2 hours 24/7 |
| Response Time Minor Incidents* (Priority Medium/Low) | 1 business day | 4 business hours |
| Contact Us |
* Response time means the period commencing when an incident is logged and when the support team provides customer with a response including:
- a confirmation that the support team started working on the issue; and/or
- request for specific information needed to identify the issue; and/or
- suggestions of known workaround