SLA CLASS/CATEGORY	STANDARD	PREMIUM	ENTERPRISE
Number of Support Tickets Per Month	2	5	10
Email Support
Phone Call Support
Webinar Support
Remote Access Support
Ability to Convert Unused Tickets to Training Webinars 1
Weekly Server Farm Heath Checks & Reports
Response Time on Cloud Infrastructure Issues 2	24 Hour	12 Hour	1 Hour
Response Time on Web Application Issues 2	24 Hour	12 Hour	1 Hour
Response Time on DevOps Issues 2	24 Hour	12 Hour	1 Hour
24x7 Support for Emergency Services
Custom Defined Maintenance Windows for System Enhancements & Security Updates
Montly Cost	$700	$1700	$3500
1 Year Contract Discount	N/A	5%	5%
2 Year Contract Discount	N/A	10%	10%
3 Year Contract Discount	N/A	15%	15%

¹ Training webinars can be redeemed in the final week of a calendar month with a limit of 3. Each converted helpdesk ticket is limited to 60 minutes to show a feature, systems configuration or get past a technical design hurdle. They are not intended to scope or build large business application or complex solutions. However they can be used for consultancy and strategy sessions. 

² Response times constitutes acknowledgement of the documented issue, outlining the steps to resolve, communicating resolution timelines, formulating a plan of action and allocating resources/staff to resolve the issue. 80% of issues are resolved within one business day, other however may require research, planning, or testing to complete the resolution of the ticket.