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Support Plans Comparison
|
One-Time Support |
Standard Support |
Premium Support |
| Coverage |
Coverage |
|
|
| 24-7 Web Access |
Yes |
Yes |
Yes |
| Number of phone support incidents included |
Unlimited
(Note 1) |
Unlimited
(Note 2) |
Unlimited
(Note 1) |
| Toll-Free Access |
Yes |
|
Yes |
| Phone Access |
M-F,
9 am–6 pm, PST (Note 3) |
M-F,
9 am-6 pm PST (Note 3) |
M-F,
9 am-6 pm PST (Note 3) |
| Phone Support Hours Limit |
|
Annual
limit of 3 hours with 1 hour additional for each additional
user |
|
| Dedicated Customer Support Representative |
|
|
Yes |
| Number of Web-Submission or E-mail Inquires
Included |
|
Unlimited
Web-Submission only |
Unlimited |
| Response Time for Web-Submission or E-mail
Quires Received M-F, 9 AM – 6 PM, PST |
|
Goal
of callback or e-mail reply within 4 hours, depending on
complexity of question (Note 4) |
Goal
of callback or e-mail reply within 2 hours, depending on
complexity of question (Note 4) |
| Price |
$30
for the first 10 minutes, and $15 for each additional 5-minute
increment thereafter. |
Free |
$695/Year |
Note: Terms and conditions of support, support features,
pricing and support availability are subject to change at any
time without notice.
(1) Governance One reserves the right to limit each
telephone call to one hour.
(2) Governance One reserves the right to limit each
telephone call to 30 minutes. The technical support representative
will determine how many incidents will be handled during the course
of the telephone contact.
(3) Excludes occasional downtime due to system and
server maintenance, company events, observed U.S. holidays, and
events beyond our control.
(4) For web-submissions and e-mails received
outside these hours, the response time goal is within the next
business day. Response times are a goal and are not guaranteed.
Excludes occasional downtime due to system and server maintenance,
company events, observed U.S. holidays, and events beyond our
control.
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