Customer Success Plans
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Subscription Term
- Definition
- General Terms for Camunda Enterprise Exhibit A s.1: "There are 3 levels of Customer Success Plans: Essential, Advanced and Enterprise Success."
- Commercial rules
- Essential: 8x5 window, first response 8 Business Hours for severity 1 and 2, 16 for severity 3. Advanced: 24x7 hotline for severity 1 with 2 hours. Enterprise Success: 24x7 for severity 1 (30 minutes) and 2 (2 Business Hours). Response Times are initial responses, not resolution times. Use outside the Permitted Usage can discharge the support obligation at Camunda's sole option.
- Applies to
- Support and Maintenance Services bundled with Enterprise Subscriptions.
- Related metrics