Developer Support Plan:

Technical Support
Business hours* access to
Cloud Support Associates
via email

Customer Contacts
One primary contact may open
an unlimited number of cases

Case Severity and Response Times**
General guidance: < 24 hours
System impaired: < 12 hours

Business Support:

Technical Support
24x7 access to
Cloud Support Engineers
via email, chat, and phone

Customer Contacts
An unlimited number of contacts
may open an unlimited number
of cases (IAM supported)

Case Severity and Response Times*
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hour

Enterprise Support

Technical Support
24x7 access to
Sr. Cloud Support Engineers
via email, chat, and phone

Customer Contacts
An unlimited number of contacts
may open an unlimited number
of cases (IAM supported)

Case Severity and Response Times*
General guidance: < 24 hours
System impaired: < 12 hours
Production system impaired: < 4 hours
Production system down: < 1 hour
Business-critical system down: < 15 minutes