An Epiphany Subscription includes access to the product, defect and bug fixes, and periodic product updates. It is separate from a Subscription Support plan.
An Epiphany Subscription Support plan (Service Level Agreement - SLA) provides access to the Epiphany support team and the Customer Case Center. It covers questions about how the Epiphany product works and assistance with product user errors.
The SLA price is based on a percentage of the Epiphany Subscription list price. SLA coverage may be increased or decreased on the Subscription renewal anniversary. Bear in mind that if you have more than one Epiphany Subscription, the Subscription Support plan and SLA level you choose will apply to all of your Epiphany products.
|Times||8:00 am - 5:00 pm CST Mon. - Fri.*||24/7|
|24x7 Online Case Submission||Yes||Yes||Yes|
|Telephone Case Support||No||Yes||Yes|
|Severity Level 1 Response||0 - 8 Bus. Hours>||0 - 4 Bus. Hours||0 - 4 Hours|
|Severity Level 2 Response||W/in Next Business Day||W/in Next Business Day||0 - 24 Hours|
|Severity Level 3 Response||W/in Next Business Day||W/in Next Business Day||0 - 24 Hours|
|Authorized Organization Support Contacts||2||Unlimited||Unlimited|
|Deployments (during Business Hours)||Included||Included||Included|
|Deployments (after Business Hours)||Billable||Billable||Included|
|Dedicated Support Contact||No||Yes||Yes|
|Support Account Manager||No||Yes||Yes|
|Support Review Sessions||No||Semi-Annually||Quarterly|