SysAid Support Tiers
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Subscription Term; SLSA version current at renewal applies to the renewal term.
- Aliases
- Service Package; Bronze; Silver; Gold; Gold VIP
- Definition
- SLSA 1.2.11: "Support Tier" means the tier of technical support purchased by Customer as specified in the applicable Order Form: Bronze, Silver, Gold, or Gold VIP.
- Commercial rules
- Channels and target response times depend on tier (P1 from 3 hours Bronze to 30 minutes Gold VIP). Only Administrators may be designated support contacts. The pricing page includes Gold with Enterprise and offers Silver and Gold as Professional add-ons; Gold VIP requires at least 20 agents.
- Applies to
- SysAid Cloud Services support.
- Related metrics