Starter Growth Enterprise
Customer onboarding & education Not available Digital Onboarding & Self-service Available
Support Team Community support Cloud support team Dedicated Account Manager
Phone Support Not available Not available Phone Call back
Support Portal Not available Access to support portal Access to support portal
Support Entitlements Active workspace users Workspace Admins Workspace Admins and Active Users
Support Hours 9 hrs per day Mon - Fri P1: 24/7
P2: 24/5 (Mon - Fri)
P3, P4: 9 hrs (Mon - Fri) 		P1: 24/7
P2: 24/5 (Mon - Fri)
P3, P4: 9 hrs (Mon - Fri)
Initial Response Time (IRT) NA See details below See details below
P1 Critical NA P1: 1 hour P1: 30 mins
P2 Major NA P2: 2 hours P2: 2 hours
P3 Minor NA P3: 1 business day P3: 8 hours
P4 Enhancement NA P4: 2 business days P4: 24 hours
* Community Support is available to Starter plan users, along with self-help resources like documentation and public bug reports.

Classification of Issues & Priorities

Severity Definition
P1 Critical Critical production issue severely impacting business.
  • Substantial loss of service
  • Business operations severely disrupted
  • No workaround available
P2 Major Issue has significant user impact but business is unaffected.
  • Operations can continue in a restricted fashion
  • A project milestone is at risk
  • A temporary workaround is available
P3 Minor Issue affects non-critical products.
  • Workaround is available
P4 Enhancement Enhancement request that does not affect business or product functionality.

Effortless API Management at scale.

Support existing investments & retain context across runtimes.

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