We aim to provide the most professional and highest level of technical support to our customers. Support is provided through centers located around the globe which serve customers and partners in their local time zone.
| BASIC SMB | PREFERRED | PREMIUM | |
| Customer Type | SMB | Enterprise | Large Enterprise |
| Coverage Hours (Phone and Email) | 9-5* | 24 x 7 | 24 x 7 |
| Online Chat |  | | |
| Same-day Response Time for Severity 1 Issues** | 1 business day | 6 hours | 2 hours |
| One-day Response Time for Severity 2 Issues** | 2 business day | 1 Day | 4 hours |
| Number of Calls and Emails | Unlimited | Unlimited | Unlimited |
| Access to Knowledgebase and Documentation | | | |
| New Patches and Hotfixes | | | |
| New Software Upgrades | | | |
| Designated Technical Account Manager | | ||
| Priority Access to Support and R&D | | ||
| Staging Environment in AlgoSec QA Lab | | ||
| Annual On-Site Preventive Maintenance Visit | | ||
| Quarterly Service Review | | ||
| Certification Training Discount (unlimited # of people) | 10% |
| Customer Type | |
| BASIC SMB | SMB |
| PREFERRED | Enterprise |
| PREMIUM | Large Enterprise |
| Coverage Hours (Phone and Email) | |
| BASIC SMB | 9-5* |
| PREFERRED | 24 x 7 |
| PREMIUM | 24 x 7 |
| Online Chat | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Same-day Response Time for Severity 1 Issues** | |
| BASIC SMB | 1 business day |
| PREFERRED | 6 hours |
| PREMIUM | 2 hours |
| One-day Response Time for Severity 2 Issues** | |
| BASIC SMB | 2 business day |
| PREFERRED | 1 Day |
| PREMIUM | 4 hours |
| Number of Calls and Emails | |
| BASIC SMB | Unlimited |
| PREFERRED | Unlimited |
| PREMIUM | Unlimited |
| Access to Knowledgebase and Documentation | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| New Patches and Hotfixes | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| New Software Upgrades | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Designated Technical Account Manager | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Priority Access to Support and R&D | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Staging Environment in AlgoSec QA Lab | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Annual On-Site Preventive Maintenance Visit | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Quarterly Service Review | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | |
| Certification Training Discount (unlimited # of people) | |
| BASIC SMB | |
| PREFERRED | |
| PREMIUM | 10% |
* Mon-Fri 9am-5pm local time, excluding holidays
** For a complete description of severities, please refer to our portal (requires login).
