Support Types

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 Esssential Support Elite

Responsive Time

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

Benifites

Severity 1, oncall support
Guided upgrades
High priority feature requests
fast tracked to product team
High business impact issues
quickly analyzed and prioritized
Quarterly technical and
strategic business review
Assigned Technical Account Manager
Quarterly view of product and engineering roadmap with Engineering Management
Named escalation manager

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)