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 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?

    contact our team
    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.

    Request a Quote

    Request a Quote

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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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