| Standard Support | Premium Support |
Telephone Support | 12x5 | 24x7 |
Critical Issues | 2 business hours maximum initial response time (ET) | 1 hour maximum initial response time |
Major Issues | 4 business hours maximum initial response time (ET) | 2 business hours maximum initial response time (local time) |
Minor Issues | 1 business day maximum initial response time (ET) | 4 business hours maximum initial response time (local time) |
Number of Incidents | Unlimited | Unlimited |
Self-Help | 24x7 access to knowledge base and community forums | 24x7 access to knowledge base and community forums |
Product Updates | New version updates | New version updates |
Emergency Bug Fix Escalation | No | Yes |
Technical Account Management | No | Yes |
Application Deployment Assistance | Assistance with custom system definition templates (1 per 6 months maximum) | Assistance with customer system definition templates (1 per 3 months maximum) |
Assistance with Product Features | Yes | Yes |
