Userlane offers two different support packages - Standard and Priority:
| Support, SLA, Customer Success Overview | Standard | Priority |
|---|---|---|
Standard Support See below for additional details. Includes 24x7 service availability monitoring, online ticket support, and unlimited included incidents. | Included | Included |
SLA and Priority Queue Includes all Standard Support features, as well as priority queue, application uptime SLA, and support response times SLA. | Not Included | Included |
Dedicated Customer Success Manager Userlane customers can receive ad hoc Customer Success Management services. Priority customers will receive an individually assigned CSM and additional services. | Not Included | Included |
The support packages differ concerning the included services:
| Support | Standard | Priority |
|---|---|---|
24x7 Service Uptime Monitoring | Included | Included |
Online Ticket Support | Included | Included |
Email Support | Included | Included |
| 1:1 Phone and Webmeeting Assistance | Not Included | Included |
| High-Priority Queue | Not Included | Included |
Priority Support Response Time SLA | Not Included | Included |
Depending on the selected support package, the response times differ:
Standard-level Support:
For all support issues relating to Userlane Production Tenants, Userlane will make efforts to respond promptly to all tickets submitted through Userlane’s designated support channel, in any event within two (2) Business Days after receipt.
Priority-level Support:
Userlane will provide the following technical support response commitment for all Production Tenants: Response Commitment is the maximum time within which Userlane will respond (via Userlane’s Support Channels) to each support issue reported by Customer during business hours.
| Incident Level | Response Commitment |
|---|---|
Severity Level 0 (Service Unavailability) Customer experiences complete loss of Service | 60 minutes |
Severity Level 1 (Severe Issues) Customer experiences a severe defect or configuration issue with the Service that materially impacts Customer’s business in a negative way relating to issues that don’t qualify as Severity Level 0 | 2 hours |
Severity Level 2 (Delayed Performance) Customer experiences transactional and operational slowness in the Service relating to issues that don’t qualify as Severity Level 0 or 1 | 8 hours |
Severity Level 3 (Routine Requests) Routine Service support requests relating to issues that don’t qualify as Severity Level 0, 1 or 2. | 2 days |
