Bronze Support

Silver Support

Gold Support

Details

8x5 Online support during business hours

yes

yes

yes

8x5 Phone support during business hours

--------------

yes

yes

24x7 phone support

--------------

--------------

yes

First response time goal

< 2 business days

< 4 business hours

4 < hours

Priority response in support queue

--------------

--------------

yes

Online support

yes

yes

yes

Online access

yes

yes

yes

Online tracking

yes

yes

yes

Online downloads

yes

yes

yes

Online documentation

yes

yes

yes

Software Maintenance

Major Releases

yes

yes

yes

Minor Releases

yes

yes

yes

Maintenance Release

yes

yes

yes