|Description||Platinum / Standard|
|Response Time||The amount of time elapsed between the initial contact of the customer and the returned response by ObserveIT technical support staff.||Severity 1 – 12 hours Severity 2 – 24 hours Severity 3 – 48 hours|
|Upgrade Service||Have ObserveIT Support staff doing the upgrades of the ObserveIT major versions as well as the ServicePacks.||Not Included|
|Direct Support||Receive direct support from ObserveIT Support organization and not go through local partner/distributor||No|
|Number of Contacts||The number of named login users with unlimited access to ObserveIT support portal, the ability to open a case and communicate with ObserveIT Support staff.||2|
|Method of Contact||The method to be used by the customer to submit cases to ObserveIT Support staff and the phone number to be used to communicate.||Support Portal|
|Hours Coverage||The working hours in which ObserveIT staff provide support.||Local Business hours**|
* In the event of an emergency (Severity -1) case, telephone access will be available.
** Local Business hours are from Monday to Friday as follows: - Europe, Asia, Middle-East and Africa from 07:00am to 07:00pm CET. - North, Center and South America from 07:00am to 07:00pm ET.
*** 24/7 support for emergency (Severity 1) events only.