Support – Global

	Gold	Platinum
Support Channel	Internet	Internet & Telephone for Severity 1
Number of Cases	10 per month	20 per month
Response Times
Severity 1	2 work hours	1 hour
Severity 2	8 work hours	4 work hours
Severity 3	12 work hours	8 work hours
Severity 4	2 work days	12 work hours

Severity 1	Production system down and without a temporary solution. When a critical service of the solution is not responding and can not be restarted or stabilized. This level requires a professional available on the side of the client to perform necessary actions in conjuction with mxHero.
Severity 2	Problem with a core functionality, however, there exists a temporary solution or the problem does not cause service outage.
Severity 3	Problem with a non-core functionality, however, there exists a temporary solution or the problem does not cause service outage.
Severity 4	General questions about the solution.