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Robusta Product Support Services

SELF SERVICEBASICBUSINESSPREMIUM
Robusta Community Access✓✓✓
Robusta Academy Access✓✓✓
Knowledge Base Access✓✓✓
COMMUNICATION CHANNELSBASICBUSINESSPREMIUM
Robusta Help Desk✓✓✓
E-Mail Support ✓✓
Phone Support  ✓
Live Screen Sharing  ✓
SUPPORT SERVICESBASICBUSINESSPREMIUM
Support Hours5×85×127×24
SLA guarantee ✓✓
Response time – High priority8 hours4 hours1 hour
Response time – Medium priority24 hours8 hours4 hours
Response time – Low priority2 days1 day12 hours
Workaround time – High priority24 hours12 hours4 hours
Workaround time – Medium priority48 hours24 hours8 hours
Workaround time – Low priority5 days2 days24 hours
SUPPORT TYPESBASICBUSINESSPREMIUM
Opening tickets for the product errors✓✓✓
Consulting about product capabilities ***
Process design support ***
New feature requests to products ✓✓
NEW RELEASEBASICBUSINESSPREMIUM
Notifications of new release and critical security
updates		✓✓✓
Early trial right before official release ✓✓
CUSTOMER SUCCESS MANAGEMENT BASICBUSINESSPREMIUM
Accessing to Customer Portal✓✓✓
Accessing to ROBIM methodology✓✓✓
Quarterly activity report  ✓

*Up to 10 hours per year
**Up to 25 hours per year

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