Synthetic Monitoring
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Support Plans | Standard | Premium |
Email/Web Support | ✓ | ✓ |
Telephone Support | ✓ | ✓ |
Public Status Page | ✓ | ✓ |
24/7/365 Support | ✗ | ✓ |
Remote Access | ✗ | ✓ |
Chat | ✗ | ✓ |
Escalation to Apica R&D | ✗ | ✓ |
Dedicated Technical Account Manager | ✗ | ✓ |
Monthly Review | ✗ | ✓ |
Monthly Apica SLA Reports | ✗ | ✓ |
Number of Support Tickets | Unlimited | Unlimited |
Communications for Critical Issues: Non-Business Hours | Email/Web | Telephone |
Response Time Critical Incidents* (Priority Urgent) | Two Business Hours | One Hour 24/7 |
Response Time Critical Incidents* (Priority High) | Four Business Hours | Two Hours 24/7 |
Response Time Critical Incidents* (Priority Medium/Low) | One Business Day | Four Business Hours |
*Response time means the period commencing when an incident is logged and when the support team provides customer with a response including:
- a confirmation that the support team started working on the issue; and/or
- request for specific information needed to identify the issue; and/or
- suggestions of known workaround