[EN] Support Plans

Support Plans

Plan	Feature	SaaS Basic Professional**	SaaS Standard	SaaS Advanced	Enterprise
Technical Support	Service Hours	Business Hours	Business Hours	Business Hours	24x7 🕓
	Dadosfera FAQ	Yes	Yes	Yes	Yes
	Channel	🌐 Forum/Community	🌐 Forum/Community, 📧 Email, 💬 Chat	🌐 Forum/Community, 📞 Phone, 📧 Email, 💬 Chat	🌐 Forum/Community, 📞 Phone, 📧 Email, 💬 Chat
	Requests	No	Unlimited	Unlimited	Unlimited
	Technical Contacts - Users	No	1	2	4
	Customer Service Tools	No	Hubspot	Hubspot, Discord/Google Chat	Hubspot, Discord/Google Chat
	Technical Account Manager (TAM)	No	No	No	Yes
Case Severity / Initial Response Time (SLA)	Severity 1	N/A	< 8 hrs 🕓	< 4 hrs 🕓	< 30 min 🕓
	Severity 2	N/A	< 16 hrs 🕓	< 8 hrs 🕓	< 2 hrs 🕓
	Severity 3	N/A	< 24 hrs 🕓	< 16 hrs 🕓	< 4 hrs 🕓

Note: The estimates presented are in business hours, not continuous hours

Severities

Below, we describe the levels of severity, which are related to our response SLAs.

Severity Level	Business Impact
1	Critical interruption in one or more platform services, when no immediate solution is available. The client's business suffers significant loss or degradation of services and needs immediate attention.
2	Part of the functionalities are severely impaired, allowing restricted operations of the client. Long-term productivity may be adversely affected. The client's business suffers moderate loss or degradation of services, but work can continue reasonably without harm.
3	Partial, non-critical loss of platform functionality. Workaround available. The client's business is functioning with minor service impediments or there is no impact on the client.

Examples of Severity

The table provides a clear understanding of the different levels of severity and helps prioritize issues based on their impact on business. This assists in decision-making and in allocating resources to resolve issues appropriately and efficiently, ensuring that business operations are resumed as quickly as possible.

Severity Level	Business Impact
1	Problems affecting critical (core) services of the platform, e.g., users unable to access the platform, unable to create new pipelines, data not being cataloged, etc.
1	Any core service not functioning as expected or not responding and cannot be stabilized and there is no alternative solution, causing the client to stop using the platform.
1	Problems where 50% of users on the platform are affected.
1	High risk of financial impact for the client.
1	If an alternative solution has been provided to prevent new interruptions, or in the case where the client cannot work partially, the level is considered Severity 2.
2	Client operations can continue in a restricted manner, although long-term productivity may be negatively affected.
2	Some important operation of the client is being affected.
2	These types of problems affect the productivity or autonomy of the client.
2	An alternative solution and/or temporary intervention (workaround) allows the successful completion of a particular job. This is different from a Severity 1, as there is no known alternative solution and/or intervention.
3	The operation of some functionality is impaired, but allows the user to continue using the Platform.
3	Setup / Onboarding steps are at minimal risk.
3	Minor bugs.
3	Questions / general use queries of the platform and cosmetic issues, including errors in documentation.
3	Tier upgrade.