Support Plans

Anything you want
Agiloft to do, it can do.

-Suzy Berman, Metrico Wireless

Building the Right Team

Agiloft's various support options and resources work together to enable your business to:

  • Manage change
  • Provide fast time to value
  • Rapidly deliver outcomes

Support Plan Details

Our support plans start with a Standard offering that meets the most common requirements.
For more complex or demanding needs, we provide Gold and Platinum support tiers.

Standard
Day-to-Day Support Needs for Global Organizations
Gold
Accelerated Response and Resolution when Larger Teams are Managing Their Agiloft Instance
Platinum
Rapid Response, Resolution and Minimum Downturn
Case Submission
Help Center
Community
Escalation button to appear after SLA expiration
System Down Initial Response in 30 Minutes
Priority Ticket Handling No
Coverage Hours Standard Business Hours 24x5 24x7
Customer Named Contacts (Admins) 2 6 10
Support Team Pooled Pooled Pooled + Named
Weekend support System down System down Yes
Priority 1 Response Time 4 hours 2 hours 30 minutes
Priority 2 Response Time 8 hours 4 hours 2 hours
Priority 3 Response Time 12 hours 12 hours 8 hours
Priority 4 Response Time 24 hours 24 hours 12 hours
Priority 1 Workaround 4 hours or 24/7 until resolved 2 hours or 24/7 until resolved 60 Minutes or 24/7 until resolved
Scope As built functionality As built functionality As built functionality + Integration support
EBR/Operations Review No Bi-Annual Quarterly
Technical Account Manager No Add-on Add-on

Find the Perfect Support Plan to Meet Your Needs

Get the level of responsiveness, technical expertise, and advice you need to enable your business.

Get a Quote