Azul support tiers (Standard, Premium, Platinum)
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Co-terminous with the Software Services Term.
- Aliases
- Support Tier; Standard Support; Premium Support; Platinum Support
- Definition
- Exhibit B: "Certain benefits of Support Services depend on the support tier which has been selected and paid for by Customer (the “Support Tier”)". Standard: Standard Business Hours, next-business-day first response, 6 Tickets per year. Platinum or Premium: 24x7x365, 1-hour first response, unlimited Tickets, Early Access and Hot Fixes.
- Commercial rules
- Tier determines update SLAs, Designated Support Contacts per Unit band, and (for Platinum/Premium) indemnification extended to Third-Party Software and anti-contamination certification. Support bought at one tier cannot be used for installations bought at a lower tier.
- Applies to
- Azul Core, Azul Prime, Azul Intelligence Cloud, Azul Payara (Standard or Premium).