Support Plans & Response SLAs 📞

Choose a plan that fits your operational needs. Times below are placeholders—replace with your official targets.

Insert screenshot of Support Plans matrix here

Plans (example)

Plan	Coverage	Channels
Standard	Business hours	Portal, Email
Priority	24×7 P1/P2, BH for others	Portal, Email
Enterprise	24×7	Portal, Email, Phone/TAM

Initial response targets (example)

Severity	Standard	Priority	Enterprise
P1	<e.g., 1 hr BH>	<e.g., 30 min 24×7>	<e.g., 15 min 24×7>
P2	<e.g., 4 hr BH>	<e.g., 2 hr 24×7>	<e.g., 1 hr 24×7>
P3	<e.g., 1 business day>	<e.g., same day>	<e.g., 4 hr BH>
P4	<e.g., 2 business days>	<e.g., 1 business day>	<e.g., same day>

BH = Business Hours. Define your region’s BH and holidays.