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Support Plan

Support that fits how your integrations are used
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Choose the level of support your business needs

All customers have a basic level of support included in their licence, along with hosting and API maintenance. This provides essential coverage for smaller setups, but does not include guaranteed response times, structured escalation, or advisory support. 

Support should be aligned with how critical your integrations are to your business processes. 

Compare support levels 

 

Feature Basic Standard Premium Enterprise
Response time Best effort (depends on workload) Within 3 Business days Within 2 Business days Within 1 Business day
Urgent (P1) response NO NO 6 Hours 4 Hours
Vendor Coordination NO NO YES YES
Free solution advisory NO NO NO YES
 
View full support plan details

Common questions and misunderstandings

Urgent issues should always be prioritised
Urgency is handled through defined SLA levels and processes.
Support means immediate resolution
SLAs define response times. Resolution depends on the issue.
We do not need this often
SLA value is seen when something happens, not in daily use.
The integration should just work
Real-world usage introduces edge cases over time. This is expected.
Everything should be covered under support
Support covers incidents. Changes and improvements follow separate processes.

Basic

Essential coverage when timing is not critical.

  • Best effort handling
  • No guaranteed response times
  • No prioritization of urgent issues.

Best when delays have little impact on daily operations.

Standard

Predictable support when you need a consistent response time.

  • Guaranteed response times
  • Clear handling of issues 
  • Consistent support experience 

Best when predictable response timeframe is sufficient.

Premium

Priority handling for time-critical situations. 

  • Priority handling of urgent issues
  • Structured and consistent case handling
  • Access to senior support resources 

Best when urgent issues need to be addressed within the same working day. 

Enterprise

Support aligned with complex, business critical requirements.

  • Fastest response and full prioritisation
  • Coordination across systems and vendors 
  • Priority access to solution architect 

Best when integrations are part of core business and require ongoing oversight. 

Your support level

When to review your current setup 

Status
You follow up to check
the status of a case
Issues
Issues are difficult to understand or require explanation
Teams
Multiple teams or entities depend on the same integrations
What is covered
There is uncertainty about what is covered under support

These situations are usually manageable day to day but become more visible when something needs to be handled quickly or clearly.

The question is not how often issues occur, but how they are handled when they do.  

Discuss your support setup

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Full support plan details

RESPONSE & PRIORITISATION
Feature Basic Standard Premium Enterprise
Guaranteed first response

Best effort (dependent on workload)

 Within 3 business days Within 2 business days Within 1 business day
P1 (urgent) NO NO 6 hours 4 hours
P1 updates NO NO Every 12 hours Every 4 hours
Urgent ticket allowance NO NO  2 per month 6 per month
SUPPORT STRUCTURE
Feature Basic Standard Premium Enterprise
Support users 1 + emergency
 2 3 4
Support level 1st line (general support)
 1st line (general support)  2nd line 2nd + 3rd line
Communication Help desk Help desk Priority help desk Help desk + account manager
ESCALATION & MONITORING
Feature Basic Standard Premium Enterprise
Proactive monitoring NO NO NO YES
Vendor escalation NO NO Limited Full
Incident reports NO NO On request Included
GOVERNANCE & OPTIMISATION
Feature Basic Standard Premium Enterprise
Health review NO NO 1 per year 2 per year
Free Optimisation NO NO NO Included
Change management Scheduled Scheduled High priority Expedited Handling
STRATEGIC SUPPORT
Feature Basic Standard Premium Enterprise
Account management NO NO Shared Dedicated
Free solution advisory NO NO On request Included
Notifications Email Email Email / SMS Email/SMS
3618931300Kiwa+NA_27001