Sumo Logic Support Levels
Catalog row in Vendor License Programs · Cited
- Kind
- Maintenance and support
- Term
- Subscription Period on the Order Form
- Aliases
- Standard; Enterprise; Premium Support
- Definition
- Support and Maintenance Services Addendum: "Support Level" means the level of Support (Standard Support formerly known as Professional Support, Enterprise Support or Premium Support) selected on the Order Form.
- Commercial rules
- P1 initial response 1 hour (Standard, Enterprise) or 0.5 hour (Premium); P1 coverage is Business Hours for Standard and 24x7 for Enterprise and Premium. Each Support Level permits up to 5 Certified Support Contacts. The customer must maintain the selected level for all its users. Premium adds a named (non-dedicated) Technical Account Manager.
- Applies to
- All SaaS Services subscriptions.