Conga support plans
| Basic | Standard | Premium | |
|---|---|---|---|
| Conga Community self-service support portal | X | X | X |
| Conga University online learning | X | X | X |
| Priority case routing | X | X | |
| Named Technical Support Manager (TSM) | |||
| Global technical support - web, phone, chat | 24x5 | unlimited 24x7 | |
| Accelerated SLAs (response time) | 4 business hours for S1 | 2 business hours for S1 | 1 hour for S1 |
Note: All product purchases include a basic customer support package consisting of self-service support portal, web, and phone case submission, Conga University online learning, and live chat support.
Service Level Agreements
| Severity | Basic | Standard | Premium |
|---|---|---|---|
| S1 - The Service is not available for use, including the failure of any documented feature that listed as a Tier 1 function in the Product Specifications. | 4 business hours | 2 business hours | 1 hour |
| S2 – A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. | 8 business hours | 3 business hours | 2 business hours |
| S3 – A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. | 16 business hours | 6 business hours | 4 business hours |
| S4 – A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. | 16 business hours | 6 business hours | 4 business hours |
| Enhancement Request – An enhancement request is a request for future product enhancement or modification to add official support and Documentation for unsupported, undocumented, or features that do not exist in the Conga software. | 16 business hours | 16 business hours | 16 business hours |