Support tiers (Base, Select, Premium, Elite)
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Subscription Term
- Aliases
- Ping Identity Support
- Definition
- Support Policy 2: Unless Customer has purchased an active subscription for Select, Premium or Elite, Customer will be entitled to Base Support.
- Commercial rules
- Severity 1 response: 2 hours Base, 1 hour Select, 30 minutes Premium, 15 minutes Elite. Support Hours: Base 24x7 for Severity 1 only; other tiers 24x7 for Severity 1 and 2. Elite adds a Technical Account Manager of up to 20 hours per month. Service Uptime Availability commitment 99.99 percent.
- Applies to
- All Ping Identity Products