Production Support Level Reference

We understand that providing exceptional support is crucial for your success. That is why our support offerings consist of 3 distinct levels tailored to meet your specific needs. Review the table below as a quick reference to our support tiers and how to choose. Read on for more details about each.

Support Level	Quick Facts	When/Why to choose this plan?
Basic Break-Fix (Included)	• Non-critical response within 24 hours, during business days and standard operating hours. • Access to Support Desk System • Break-Fix Support of Platform	• For non-mission critical workloads and no potential business loss or impact • When you are a Power User of IgniteConnex, and you have integration specialists on staff who know how to troubleshoot and resolve mission critical issues
Advanced Support ($)	• Non-critical response within 12 hours, during business days and standard operating hours • Access to Support Desk System • Break-Fix Support of Platform	• Faster response time for production systems. High touch level of support and attention. • You have a Power User who needs a faster response time and a high degree of attention to resolve issues.
Premium Support ($$)	• Non-critical response within 4-8 hours. 1-2 hours for mission critical issues, all days, all hours. • Access to Technical Account Manager to oversee support, manage escalations, provide personalized assistance	• Faster response times of mission critical systems where downtime could cause business impact and monetary loss. Includes after-hours and weekends. • You are using IgniteConnex as a fully managed integration solution and you do not haveexperienced Power Users or integration specialists on staff.