Support Plans Description

August 27, 2022

Standard
Premium
Mission-Critical
Ticketing System
Yes
Yes
Yes
One-click Reporting via GUI
Yes
Yes
Yes
Chat Support
Yes
Yes
Yes
Phone Support
No
Yes (Critical cases)
Yes (Critical cases)
Multi-cloud Support
Yes
Yes
Yes
Receive updates, bug fixes, and patches for the Tessell Service without any impact on your database service
Yes
Yes
Yes
Response times by case severity
Severity 1 (Critical)
12 hours
2 hours
15 minutes
Severity 2 (High)
18 hours
6 hours
2 hours
Severity 3 (Medium)
24 hours
12 hours
12 hours
Severity 4 (Low)
48 hours
24 hours
24 hours
Support Service Hours
9 am - 6 pm local time on business days
9 am - 6 pm local time on business days
For Severity 1 & 2 - 24/7/365. For Severity 3 & 4 - 9 am - 6 pm local time on business days
Standard
Description
Support Channel
Severity 1 (Critical)
An instance when the customer's production system is down or impaired to the extent that its directly impacting the business
Dedicated support phone number, email or Tessell web console
Severity 2 (High)
An instance when the customer's business is up and running but the production system is impaired or in a degraded state. The customer sees a possibility of further impact if the issue is not addressed
Email or Tessell web console
Severity 3 (Medium)
An instance when the primary system is functioning but a secondary function is impacted. There is no expected impact on BAU (business as usual) for the customer
Email or Tessell web console
Severity 4 (Low)
An instance where the customer is looking for additional technical information, or a feature request, or general guidance
Email or Tessell web console
Standard
Premium
Mission-Critical
Free
10% of the spend or $1,000
18% of the spend or $2,500
Whichever is higher
Whichever is higher