Basic, Standard and Enterprise Support
Basic Support
Basic support is available for the free & trial versions of PowerTable. This support is provided exclusively through PowerTable Community
Standard Support
Standard support is provided for all paid subscriptions of PowerTable for the duration of the subscription. Terms and conditions apply.
Enterprise Support
Enterprise support must be purchased as a paid add-on and is meant for enterprises that require faster turnaround times and assurance.
Priority Levels
P1 Critical
The software is completely inaccessible or inoperable to all users.
P2 High
A key feature is not operating as documented, and it impacts a majority of users.
P3 Medium
A key feature is not operating as documented, and it impacts some users.
P4 Low
A feature is not operating as documented, and it is either cosmetic, or has workarounds, or is impacting a small minority of users
Targeted Initial Response Times
| Details | Basic | Standard | Enterprise |
|---|---|---|---|
| Cost | Free | Included as a part of purchase | To be purchased as a paid add on; only for purchases >12k |
| Submissions | Powertable community | Email, Teams/Zoom, Phone | |
| P1 Issue | - | 1 Business Day | 8 hours |
| P2 Issue | - | 2 Business Days | 1 Business Day |
| P3 Issue | - | 3 Business Days | 3 Business Days |
| P4 Issue | - | 7 Business Days | 3 Business Days |