Outlines APIwiz support offerings
Starter | Growth | Enterprise | |
Customer onboarding & education | Not available | Digital Onboarding & Self-service | Available |
Support Team | Community support | Cloud support team | Dedicated Account Manager |
Phone Support | Not available | Not available | Phone Call back |
Support Portal | Not available | Access to support portal | Access to support portal |
Support Entitlements | Active workspace users | Workspace Admins | Workspace Admins and Active Users |
Support Hours | 9 hrs per day Mon - Fri | P1: 24/7P2: 24/5 (Mon - Fri)P3, P4: 9 hrs (Mon - Fri) | P1: 24/7P2: 24/5 (Mon - Fri)P3, P4: 9 hrs (Mon - Fri) |
Initial Response Time (IRT) | |||
P1 Critical | NA | P1: 1 hour | P1: 30 mins |
P2 Major | NA | P2: 2 hours | P2: 2 hours |
P3 Minor | NA | P3: 1 business day | P3: 8 hours |
P4 Enhancement | NA | P4: 2 business days | P4: 24 hours |
Critical production issue severely impacting business.
Issue has significant user impact but business is unaffected.
Issue affects non-critical products.
Enhancement request that does not affect business or product functionality.
