Support Tiers

  • Production

    Ideal for business critical workloads.

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  • Mission Critical

    Ideal for mission critical workloads.

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(Platinum Plus)
Helpdesk Coverage24×724×7
Target Response Times
Priority 11 hour30 minutes
Priority 24 hours2 hours
Priority 38 hours4 hours
Software Support
Major and minor maintenance, patch releases, & upgrades
Hardware Replacement
Duration of on-site parts replacement after diagnosis
Next business day (NBD1) after failure confirmation4-hour part replacement2
Unlimited Support Requests
Maximum number of support admins per contract6Unlimited
Direct routing to senior level engineers
Root Cause Analysis3
[1] Full description of NBD by region can be found at
[2] 4-hour replacement guarantee not available in all locations
[3] In the event there is an incident that affects system availability, and upon customer request, we will provide root cause analysis for Priority 1 support requests
Please refer to for more details.