EXPERT-LEVEL ASSISTANCE FOR YOUR LENDING BUSINESS
|
|
|
BASIC
|
PREMIUM
|
PREMIUM PLUS
|
|---|---|---|---|---|
|
Edition
|
Standard, Professional
|
Standard, Professional
|
Standard, Professional
|
|
|
Documentation
|
|
|
|
|
|
Knowledge base
|
|
|
|
|
|
Self-help Resources
|
|
|
|
|
|
Availability
|
|
9/5
|
24/5
|
24/7
|
|
Initial Response Time
|
Severity 1:
|
1 Business day
|
2 hrs
|
1 hr
|
|
|
Severity 2:
|
2 Business days
|
4 hrs
|
2 hrs
|
|
|
Severity 3:
|
4 Business days
|
1 Business day
|
8 hrs
|
|
|
Severity 4:
|
6 Business days
|
2 Business days
|
24 hrs
|
|
Service Desk Authorized Contacts
|
1
|
3
|
10
|
|
|
Number of Support Requests per Month
|
up to 10
|
up to 30
|
Unlimited
|
|
|
Dedicated Support Team
|
n/a
|
n/a
|
Available
|
|
|
|
|
BASIC
|
PREMIUM
|
PREMIUM PLUS
|
|---|---|---|---|---|
|
Edition
|
Standard, Enterprise
|
Standard, Enterprise
|
Standard, Enterprise
|
|
|
Documentation
|
|
|
|
|
|
Knowledge base
|
|
|
|
|
|
Self-help Resources
|
|
|
|
|
|
Availability
|
|
9/5
|
24/5
|
24/7
|
|
Initial Response Time
|
Severity 1:
|
1 Business day
|
2 hrs
|
1 hr
|
|
|
Severity 2:
|
2 Business days
|
4 hrs
|
2 hrs
|
|
|
Severity 3:
|
4 Business days
|
1 Business day
|
8 hrs
|
|
|
Severity 4:
|
6 Business days
|
2 Business days
|
24 hrs
|
|
Issue Updates
|
Severity 1:
|
1 Business day
|
4 hrs
|
2 hrs
|
|
|
Severity 2:
|
2 Business days
|
24 hrs
|
4 hrs
|
|
|
Severity 3:
|
5 Business days
|
4 Business days
|
3 Business days
|
|
|
Severity 4:
|
10 Business days
|
8 Business days
|
6 Business days
|
|
Service Desk Authorized Contacts
|
1
|
3
|
10
|
|
|
Number of Support Requests per Month
|
up to 10
|
up to 30
|
Unlimited
|
|
|
Dedicated Support Team
|
n/a
|
n/a
|
Available
|
|
|
Multiple Environments
|
n/a
|
n/a
|
Available
|
|