15 lines
1.5 KiB
Markdown
15 lines
1.5 KiB
Markdown
In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.product.prodname_enterprise %} customers can purchase {% data variables.contact.premium_support %}, which offers:
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- Written support, in English, through our support portal 24 hours per day, 7 days per week
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- Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)
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- A Service Level Agreement (SLA) with guaranteed initial response times
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- Escalation and incident management
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- Support Engineers, for Premium customers, and Customer Reliability Engineers (CREs), for Premium Plus customers, have direct access to escalation engineering resources, if needed to expedite case resolution
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- Available incident coordinator to manage technical resources within {% data variables.product.company_short %} until underlying issue is mitigated or fully resolved
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- Access to premium content
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- Health checks
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{%- ifversion ghes %}
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- Crisis prevention: Guided incident simulations that help you prepare for—and experience—an incident without risk. ({% data variables.product.premium_plus_support_plan %} only)
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{%- endif %}
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- Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment ({% data variables.product.premium_plus_support_plan %} only)
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- Technical advisory hours ({% data variables.product.premium_plus_support_plan %} only)
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