Named severities. Committed response times. No ambiguity.
Support is contractual, not aspirational. Three plans, published severity definitions, and a Download Center for entitled software. The severity you pick maps to the same definitions your SLA is written against.
Standard, Advanced, Mission-Critical.
| Standard | Advanced | Mission-Critical | |
|---|---|---|---|
| Coverage | 8×5 | 24×7 Sev 1 | 24×7 |
| Sev 1 response | 4 h | 1 h | 30 min |
| Sev 2 response | 8 h | 4 h | 2 h |
| Channels | Portal | Portal + phone | Portal + phone + named engineer |
| Included | — | Quarterly health check | TAM + upgrade assistance |
Severity definitions
Production down or a security incident in progress. No workaround. Privileged access unavailable across the estate.
Major function impaired or degraded. A workaround exists but is not sustainable. Significant business impact.
Minor function impaired. A reasonable workaround exists. Limited business impact.
Question, cosmetic issue or enhancement request. No business impact.
Checksums are public. Binaries are entitled.
Following the incumbent pattern for software: checksums and signatures are listed openly so anyone can verify integrity, while the binaries themselves are released against a license or POC key.
| Artifact | Version | Integrity | Access |
|---|---|---|---|
| Appliance ISO (golden image) | v2.1 | SHA-256 + GPG (published) | License / POC key |
| EPM agent (Windows MSI) | v2.1 | SHA-256 + GPG (published) | License / POC key |
| Documentation | versioned | — | Open, no login |
| Security content | rolling | signed | Open |
Open a case, or open the docs.
Support is contractual and the documentation is free. Pick your severity; we already agreed on what it means.