Our expert support team is here to help you 100%. Depending on the need of an organization, we various support programs to match your need. Additionally, organizations can also opt for support to complex instances and large user bases who are concerned about scale and efficiency across their organization.
| Standard Support | Essential Support | Elite | |
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Responsive Time |
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| Severity 1 | 1 business hours | 1 business hours | 1 business hours |
| Severity 2 | 8 business hours | 6 business hours | 4 business hours |
| Severity 3 | 2 business hours | 2 business hours | 1 business hours |
| Severity 4 | 3 business hours | 3 business hours | 2 business hours |
| Support hours (EST) | 8:00am – 6:00pm Monday-Friday |
8:00am – 6:00pm Monday-Friday |
8:00am – 8:00pm Monday-Friday |
Benefits |
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| Severity 1, on call support |  |
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| Guided upgrades |  |
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| High priority feature requests fast tracked to product team |
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| High business impact issues quickly analyzed and prioritized |
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| Quarterly technical and strategic business review |
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| Assigned Technical Account Manager | |
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| Quarterly view of product and engineering roadmap with Engineering Management | |
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| Named escalation manager | |
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Severity Level |
Definition |
|---|---|
| Severity 1 | Application is down or significantly reduced in a production environment |
| Severity 2 | Impaired functionality of a major feature function in a production environment |
| Severity 3 | Problems with TITAN running functional/general use questions and non-business impacting problems in a production environment |
| Severity 4 | Application or program errors with application features that have minimal impact on operations or a workaround has been found |
Severity is a measurement of impact. Priority, on the other hand, is a measurement of urgency. Severity levels are useful for understanding the impact and setting priorities for the development team.
Based on the assessed severity of the issue and your organization’s purchased support program, we aim to achieve the following service-level objectives for our responses.
Time mentioned below are business hours (EST 8:00am – 5:00pm Monday – Friday)