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Basic

Automatically included for Developer Account customers.

Standard

Automatically included for Platform Edition customers.

Gold

Enterprise-grade support.

Platinum

Priority support and engagement.

Resources

Online self-service*
Yes
Yes
Yes
Yes
Email support
Yes
Priority over basic
Priority over Standard
Priority over Gold
In-app tickets
No
Yes
Yes
Yes
Chat support
No
No
No
Business hours
Emergency escalation
No
No
No
Yes
Designated Technical Account Manager
No
No
No
Yes

Availability for inquiries

Business hours
Yes
Yes
Yes
Yes
Weekends and holidays
No
No
Yes
Yes

Initial response times

Severity 1
No
No
Within 2 hours
Within 30 min
Severity 2
No
No
Within same day
Within 2 hours

Basic

Automatically included for Feature Flag Edition customers.

Standard

Automatically included for Platform Edition customers.

Gold

Enterprise-grade support.

Platinum

Priority support and engagement.

Resources

Online self-service*
Yes
Yes
Yes
Yes
Email support
Yes
Priority over basic
Priority over Standard
Priority over Gold
In-app tickets
No
Yes
Yes
Yes
Chat support
No
No
No
Business hours
Emergency escalation
No
No
No
Yes
Designated Technical Account Manager
No
No
No
Yes

Availability for inquiries

Business hours
Yes
Yes
Yes
Yes
Weekends and holidays
No
No
Yes
Yes

Initial response times

Severity 1
No
No
Within 2 hours
Within 30 min
Severity 2
No
No
Within same day
Within 2 hours
Basic

Automatically included for Feature Flag Edition customers.

Standard

Automatically included for Platform Edition customers.

Gold

Enterprise-grade support.

Platinum

Priority support and engagement.

Resources
Online self-service*
Yes
Yes
Yes
Yes
Email support
Yes
Priority over basic
Priority over Standard
Priority over Gold
In-app tickets
No
Yes
Yes
Yes
Chat support
No
No
No
Business hours
Emergency escalation
No
No
No
Yes
Designated Technical Account Manager
No
No
No
Yes
Availability for inquiries
Business hours
Yes
Yes
Yes
Yes
Weekends and holidays
No
No
Yes
Yes
Initial response times
Severity 1
No
No
Within 2 hours
Within 30 min
Severity 2
No
No
Within same day
Within 2 hours
Basic

Automatically included for Feature Flag Edition customers.

Standard

Automatically included for Platform Edition customers.

Gold

Enterprise-grade support.

Platinum

Priority support and engagement.

Resources
Online self-service*
Yes
Yes
Yes
Yes
Email support
Yes
Priority over basic
Priority over Standard
Priority over Gold
In-app tickets
No
Yes
Yes
Yes
Chat support
No
No
No
Business hours
Emergency escalation
No
No
No
Yes
Designated Technical Account Manager
No
No
No
Yes
Availability for inquiries
Business hours
Yes
Yes
Yes
Yes
Weekends and holidays
No
No
Yes
Yes
Initial response times
Severity 1
No
No
Within 2 hours
Within 30 min
Severity 2
No
No
Within same day
Within 2 hours

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