Term No1 Year1 Year
Support Incidents No10 support incidents per userUnlimited support incidents
AccessGoogle GroupEmail and WebEmail, Phone and Web
Support Business Hours * NoMonday - Friday 9am to 6pmMonday - Friday 9am to 6pm
Severity 1 Response ** No1 Business Day1 Hour
Severity 2 Response ** No1 Business Day2 Hours
Severity 3 Response ** No2 Business Days4 Hours
Severity 4 Response ** No2 Business Days1 Business Day
Remote Troubleshooting No NoWebex, SSH
Customer Support Portal No Yes Yes
Access to Extras package channel No Yes Yes
Access to Upgrades, Updates and Patches No Yes Yes
Diagnosis of Installation & Configuration Issues No Yes Yes
Initial configuration and integration hours No No 18
Additional hourly rates available No No Yes
Public Online Training No 1 online course per user 1 online course per user
Private Corporate Training No No Yes - for an additional fee
Custom conda package builds No Yes, time and materials Yes, time and materials
Python Code troubleshooting No Yes, time and materials Yes, time and materials