Support Packages

	Essential Care Response (included)	Premium Care Response (optional)	Contact Method
System Down System is inoperable. Data is lost.	2 hours During business hours	1 hour Monday through Friday during business hours and includes weekends and holidays	Phone
Critical Business outage or significant impact threatening future productivity. Very difficult to work around. System is unstable.	3 hours During business hours	1 hour Monday through Friday during business hours and includes weekends and holidays	Phone
Work-Around Problem impact is high. Business is proceeding, but in an impaired fashion. Workarounds are available.	3 hours By phone 48 hours By email During business hours	1 hour By phone 48 hours By email During business hours	Phone/ Email
Minor Issues Issue does not have significant business impact. Examples: product enhancements, usage questions, cosmetic problems.	3 hours By phone 48 hours By email During business hours	1 hour By phone 48 hours By email During business hours	Phone/ Email