Your Support Services
Core plan
Overview of the services included in your contract. The features below reflect your Core plan entitlements and dedicated engagement model.
24/7/365 Technical Support
Round-the-clock access to certified technical engineers
Incident Management (L1–L3)
Structured escalation from frontline triage to expert resolution
Follow-Up Meetings
Scheduled touchpoints to review performance and next steps
Ticketing System
Centralized issue tracking and status visibility
Helpdesk Assistance
Guided support for common questions and service requests
SLA Governance
Formal tracking and reporting against agreed service levels
Software Updates
Timely delivery of patches, fixes, and version upgrades
Operational Reporting
Regular insights into system health and service metrics
Stock Monitoring
Proactive visibility into hardware and resource availability
Knowledge Base
Self-service documentation, guides, and how-tos
Service Availability
Cloud infrastructure uptime monitoring and assurance
Training Services
Structured enablement programs for your team
Service Delivery Manager
Dedicated point of contact for strategic service ownership
Monitoring & Logs
Real-time system observability and log access
Expedited Provisioning
Priority fulfillment for new environment and resource requests
Launch Hypercare
Intensive post-go-live support to ensure smooth adoption
Change Coordination
Managed oversight of planned changes and releases
Unlimited Users
No seat caps — extend portal access across your entire organization
Access Support
Submit and track support requests through the portal
Open Support Ticket
Important Notes
Service scope is defined by your active contract. Contact your account manager for plan modifications or upgrades.