Term No 1 Year 1 Year
Support Incidents No 10 support incidents per user Unlimited support incidents
Access Google Group Email and Web Email, Phone and Web
Support Business Hours * No Monday - Friday 9am to 6pm Monday - Friday 9am to 6pm
Severity 1 Response ** No 1 Business Day 1 Hour
Severity 2 Response ** No 1 Business Day 2 Hours
Severity 3 Response ** No 2 Business Days 4 Hours
Severity 4 Response ** No 2 Business Days 1 Business Day
Remote Troubleshooting No No Webex, 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