Support Plans
| Plan | Feature | SaaS Basic** | SaaS Standard | SaaS Advanced | SaaS Premium |
|---|---|---|---|---|---|
| Technical support | Service hours | Business hours | Business hours | Business hours | 24x7 |
| Dadosfera FAQ | Yes | Yes | Yes | Yes | Yes |
| Channel | forum/community | forum/community, email, chat | forum/community, phone, email, chat | forum/community, phone, email, chat | forum/community, phone, email, chat |
| Requests | Unlimited | ||||
| Technical contacts - Users | 1 | 2 | 4 | 4 | |
| Support tools | Hubspot | Hubspot, Discord/Google Chat | Hubspot, Discord/Google Chat | Hubspot, Discord/Google Chat | |
| TAM | Yes | Yes | |||
| Case severity / Initial response time (SLA) | Severity 1 | N/A | < 8 hrs | < 4 hrs | < 30 min |
| Severity 2 | N/A | < 16 hrs | < 8 hrs | < 2 hrs | < 2 hrs |
| Severity 3 | N/A | < 24 hrs | < 16 hrs | < 4 hrs | < 4 hrs |
| SLO (internal) | Severity 1 | < 2 hrs | < 2 hrs | < 1 hr | < 15 min |
| Severity 2 | < 4 hrs | < 4 hrs | < 4 hrs | < 1 hr | < 1 hr |
| Severity 3 | < 8 hrs | < 8 hrs | < 8 hrs | < 2 hrs | < 2 hrs |