Role-Based Support

The Evolution of Support

Over the last few decades, nearly everything in IT has changed. Almost nothing looks the same as it did back then - except "Support". It has become standard for customers to expect to pay a percentage of their overall product costs for their support needs, regardless of their actual usage of support. Especially in cloud computing, which is based on giving customers the ability to pay for exactly what they need, this just doesn’t seem fair.

We want to fix that.

Introducing Role-Based Support

Role-Based Support, our new approach, is focused on three principles:


Flat fees per user per month; no variable "percentage of platform usage" charges


Configure your support entitlements to the exact needs of your business


Change your support entitlements from month-to-month as your business needs evolve

Role-Based Pricing
Role Price Response Time For Whom
Basic $0 n.a. For those who need read-only access to the support cases of the account.
Development $100 per user per month 4-8 business hours For those who develop the solution; focus is on depth of investigation, and thorough response.
Production $250 per user per month 1 hour for Priority 1 For those who manage the solutions that are launched and live. Fast, but thorough responses.
Enterprise-Based Pricing
Role Price Response Time For Whom
Business Critical 9% of product usage fees between $0 - $150k
+ 7% of product usage fees between $150k - $400k
+ 5% of product usage fees between $400k - $1,000k
+ 3% of product usage fees of $1,000k and over
(Minimum of $15k per month, 1 year minimum commitment)
15 minutes for Priority 1 For those who need mission critical support in an enterprise environment, with unlimited contacts and access to Technical Account Management.

Additionally, Support for quota increase requests and billing questions is always free for every customer team member, regardless of their Support role. Our free forums, communities, and docs are also accessible to all roles.

We are rolling out these changes in 2018.
Please reach out to Support or your Account Manager for more information.

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