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 Check mark Check mark Check mark
Telephone Case Submission Check mark Check mark
Authorised Support Contacts in Your Organisation 2 4 6
Dedicated Platinum Team Check mark
Support Account Manager   Check mark