Enterprise APPS Support

Response time you can depend on in minutes, not hours.

Time is of the essence. We understand that. Get the strategic support you need to always run your business with confidence. Enterprise Apps Support provides the reliable SLAs you need to build business-critical solutions with ServiceRocket apps such as Reporting, Scaffolding and the Salesforce/Jira Connector.

How we support your business

Faster response for critical incidents

Your critical incidents is our priority. You will receive support on 4 critical (Severity 1) incidents with 90 minutes guaranteed SLA and unlimited priority support on other severities.

Authorised technical contacts

Three individuals from your organization will be given full access to all channels. This will ensure that those individuals have an established relationship with our support to speed up resolution.

Installation Support

We provide installation, initial set up and onboarding support to make sure your apps are up and running in no time.

Non-business Hours Support

Get the support you need when you need it with 24/5 Enterprise Support with after-hours issue resolution.

Severity Definition

We provide the support you need for your mission-critical solutions so you can focus on growing your business.

Business Hours

  • North America ● 9 AM - 6 PM (PST) ● 9 AM - 6 PM (EST)
  • Latin America (LATAM) ● 9 AM - 6 PM
  • Europe, Middle East, Africa (EMEA) ● 9 AM - 6 PM (CET)
  • Asia Pacific & Australia (APAC) ● 9 AM -6 PM (AEDT)

S1 - Critical Impact

Total failure of components, affecting majority users. Unable to continue working.

90 minutes email response

S2 - Major Impact

Failure or inhibited performance of a component, affecting multiple users. The operation can continue in a restricted fashion.

3-hour email response

S3 – Moderate Impact

Moderate loss of application functionality. The impact is an inconvenience and workaround is possible.

5-hour email response

S4 – Minor Impact

Minor loss of application functionality, minimal impact to the business.General Support/Configuration/ Enhancement Request.

24-hour email response

Pricing

Evaluation Support

Average SLA < 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Managed Forum Access

Critical Incidents

Priority Response

Price Protection

$2,500

24/5 Enterprise Support Extension*

Average SLA < 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Managed Forum Access

Critical Incidents

Priority Response

Price Protection

24/5 Support

+$500

Implementation Service*

Email Support

Support Portal Access

Installation Support

Priority Response

Implementation Services

Phone Support

Support Plan Offerings

Enterprise Support

24/5 Enterprise Support Extension*

Implementation Service*

Average SLA

< 3 hours

< 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Critical Incidents

Priority Response

Price Protection

24/5 Support

Implementation Services

Phone Support

Price

* Get the support you need when you need it with 24/5 Enterprise Support with after-hours issue resolution.
** Charges are based on individual projects and requirements.

Subscribe to our Newsletter
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.