| U.S. Federal Production Support | U.S. Federal Mission Critical Support | |
|---|---|---|
| U.S. Citizen Support Coverage, U.S. Support Centers | 24x7x365 | 24x7x365 |
Target Response Times | ||
Priority 1 | 1 hour | 30 minutes |
Priority 2 | 4 hours | 2 hours |
Priority 3 | 8 hours | 4 hours |
| Software Support: Major and minor maintenance, patch releases, & upgrades | ||
| Hardware Replacement: Duration of on-site parts replacement after diagnosis | Next Business Day* | 4-hour part replacement** |
| Automatic Support Monitoring | ||
| Field Engineering for Parts Replacement | ||
| Maximum number of support admins per contract | 6 | Unlimited |
| Direct routing to senior-level engineers | ||
| Root Cause Analysis | *** |