priority support

Get Priority Support for Dedicated Assistance with Your Use Case

Get higher SLAs, a dedicated support engineer, shorter resolution time, and optimized escalation paths.

Compare Support Plans and Benefits

Priority Support

Purchased separately

onboarding
  • Installation and first sync setup
TROUBLESHOOTING
  • Problem investigation
  • Workarounds for critical issues
  • Assistance with configuration issues
  • Custom improvements
DESIGNATED SUPPORT SPECIALISTS
  • Access to the support team via Slack
  • Dedicated Customer Success Manager
  • Dedicated Support Engineer
RESPONSE TIME
  • Initial response time for critical production issues: 2h
  • Progress reporting of critical production issues: 4h

Standard Support

Purchased separately

onboarding
  • Installation and first sync setup
TROUBLESHOOTING
  • Problem investigation
  • Workarounds for critical issues
  • Assistance with configuration issues
  • Custom improvements
DESIGNATED SUPPORT SPECIALISTS
  • Access to the support team via Slack
  • Dedicated Customer Success Manager
  • Dedicated Support Engineer
RESPONSE TIME
  • Initial response time for critical production issues: next business day
  • Progress reporting of critical production issues: 8h

Compare Support Plans and Benefits

Priority

purchased separately

Standard

available for paid users
onboarding
  • Installation and first sync setup
troubleshooting
  • Problem investigation
  • Workaround for critical issues
  • Assistance with configuration issues
  • Custom improvements
Designated support specialists
  • Access to the support team via Slack
  • Dedicated Customer Success Manager
  • Dedicated Support Engineer
Response Times
  • Initial response time for critical production issues

2h

next business day

  • Progress reporting of critical production issues

4h

8h

“

The support is always so close at hand that if we need any assistance or have any questions, we’re sure that they’ll take care of it. The support team has always worked closely with us to enhance the product and to ensure our challenges are overcome in the smoothest way possible.

HowardKenny-OpenGi

Howard Kenny
Process Improvement Specialist, Open GI

Higher Service Level Agreement

Criticality
P1: Production application down or major malfunction affecting business and a large number of staff
Time for Initial Response
2h
Get a Progress Report Every
4h
P2: Serious degradation of application performance or functionality
Time for Initial Response
4h
Get a Progress Report Every
8h
P3: Application issue that has a moderate impact on the business
Time for Initial Response
8h
Get a Progress Report Every
16h
P4: Issue or question with limited business impact
Time for Initial Response
24h
Get a Progress Report Every
48h
Criticality Time for Initial ResponseGet a Progress Report Every
P1: Production application down or major malfunction affecting business and a large number of staff
2h
4h
P2: Serious degradation of application performance or functionality
4h
8h
P3: Application issue that has a moderate impact on the business
8h
16h
P4: Issue or question with limited business impact
24h
48h

The update frequency is the amount of time expected to get a progress report on the resolution of an incident. These progress reports are provided during service hours.

Ready to Learn More About the Priority Support?

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booster package

Are you Looking to Enhance your Exalate Cloud Infrastructure?

For Large or Extra-Large Synchronization Load Handling & Catering Strict Compliance Rules

Enlarging Resource Profile

Manage high-load operations and execute more synchronizations per minute, ensuring smoother and faster workflow.

Extra Disc Space

Enable the storage of larger attachment files and more extensive logs, facilitating better data analysis and smoother operation of integrated systems.

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Partners

Let the Integration Experts Take Care of Your Use Case

Our partners are located all over the world in more than 50 countries. They can help you with implementation, support, and license management for Exalate. You can easily consult one of our partners about the use case. They will give you a demo, prepare a PoC, and handle almost any complex use-cases for you.

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