Silver

Gold

Platinum

Coverage Hours M–F 8AM–6PM
(Customer local time)
Toll-free 24x7
(Severity 1 & 2)
M–F 8AM–6PM
Customer local time
(Severity 3 & 4)
24X7 Case Submission
(All severity levels)
M–F 8AM-6PM
Customer local time
(All other services)

Access to SuiteAnswers Technical Support Portal Standard Standard Standard
Online Case Submission
Telephone Case Submission
Authorised Support Contacts in Your Organisation 2 4 6
Dedicated Platinum Team
Support Account Manager