Support service
Basic
Standard
Premium
Elite
Product documentation
X
X
X
X
Complimentary live webinars
X
X
X
X
Minor software releases and updates
X
X
X
X
Major product releases and upgrades
X
X
X
X
Training discount
-
10%
15%
20%
Annual support included
5 hrs or incident tickets
10 hrs or incident tickets
20 hrs or incident tickets
40 hrs or incident tickets
Email support response time
Two business days (counts as incident)
Next business day (counts as incident)
Next business day (counts as incident)
Next business day (counts as incident)
Telephone support
-
Upon request
24/7/365
24/7/365
Time to first response (critical)
-
2 hours
1 hour
1 hour
Time to first response (non-critical)
2 business days
1 business day
1 business day
1 business day
Remote end-user Micetro training, on demand
-
-
1 session for up to 10 people
-
Remote end-user Micetro training, on demand
-
-
-
1 session for up to 10 people
Annual remote, project-based consulting, on demand
-
-
4 hours
10 hours
Special consultancy discount
-
-
-
20%
Product roadmap pre-access
-
-
-
X
One annual on-site visit, on demand
-
-
-
X