Support Offerings
Support Offerings, SLAs, & Hours
Support Level | 1st Response | After Hours Help | Consulting Hours | Support Queue | Support Hours |
Base (included with subscription) | 2 business days | None | None | Regular support queue, first come first served | Monday thru Friday 7am - 5pm MST (excludes weekends & holidays) |
Enhanced (available for purchase) | 4 business hours | Yes | 10 | Jump to the front of the regular support queue, prioritized cases | Sunday thru Thurs 6pm - 3am MST AND Monday thru Friday 7am - 5pm MST (excludes weekends & holidays) |
Platinum (available for purchase) | 2 business hours | Yes | 20 | Skip regular queue and go straight to experienced/senior support team members, prioritized case automatically escalated | Sunday thru Thurs 6pm - 3am MST and Monday thru Friday 7am - 5pm MST (excludes weekends & holidays) |
For pricing information for enhanced and platinum support options, please contact your Netgain account manager.
Support Hours in GMT
Monday through Friday 1am to 10am GMT and 2pm to 11pm GMT
Excludes weekends and holidays