[EN] Support Plans

Support Plans

Features/Planos	Community	Starter	Professional	Standard	Advanced	Enterprise
Service Hours	-	Business Hours 9am - 6pm (Brasília)	Business Hours 9am - 6pm (Brasília)	Business Hours 9am - 6pm (Brasília)	Option 1) Business Hours 9am - 6pm (Brasília) Option 2) Business Hours 9am - 6pm (Western Hemisphere Time Zone)	All Options from Advanced or: Option 3) Business Hours 9am - 6pm (Western Hemisphere Time Zone) and 24hrs on weekends Option 4) 24hrs on weekdays, weekends, and holidays
FAQ Access	Yes	Yes	Yes	Yes	Yes	Yes
Communication Channel	Forum	Fórum	Forum Ticket via Help Portal	Forum Ticket via Help Portal Chat on Dadosfera Platform	Forum Ticket via Help Portal Chat on Dadosfera Platform Chat on Customer's Communication Platform Dedicated Phone during service hours	Forum Ticket via Help Portal Chat on Dadosfera Platform Chat on Customer's Communication Platform Dedicated Phone during service hours
Customer Communication Platform	-	-	-	-	Google Chat (Request in proposal)	Google Chat, Whatsapp, Slack, Microsoft Teams or Discord (Request in proposal). - Licensing costs on communication platforms not included.
Group-based access management for support	-	-	-	-	-	Up to 5 Custom User Groups on chosen channel: Google Chat, Whatsapp, Slack, Microsoft Teams or Discord
Number of tickets per month	-	-	50	100	Unlimited	Unlimited
Training	-	-	Asynchronous Dadosfera Essentials Training	Asynchronous Dadosfera Essentials Training Synchronous 1-hour hands-on session	Asynchronous Dadosfera Essentials Training Synchronous 1-hour hands-on session 3 spots per quarter in the "Data Mesh in Practice with Dadosfera" Training depending on class availability	Same as Advanced plus Custom Orders
First Response Time (SLA in maximum number of hours)	-	-	8h Severity 1 (major)	4h Severity 1 (major)	2h Severity 1 (major)	Custom
	-	-	24h Severity 2 (medium)	12h Severity 2 (medium)	6h Severity 2 (medium)	Custom
	-	-	72h Severity 3 (minor)	48h Severity 3 (minor)	32h Severity 3 (minor)	Custom
Resolution Time (SLA in maximum number of hours)	-	-	32h Severity 1 (major)	16h Severity 1 (major)	8h Severity 1 (major)	Custom
	-	-	96h Severity 2 (medium)	48h Severity 2 (medium)	24h Severity 2 (medium)	Custom
	-	-	288h Severity 3 (minor)	192h Severity 3 (minor)	128h Severity 3 (minor)	Custom
Possibility of allocating professional services on demand or reserved	-	-	-	Yes	Yes	Yes
Limitation of the number of tickets per month for on-demand professional services	-	-	-	5	10	Custom
Limitation of on-demand professional services allocation	-	-	-	Possibility of requests with less than 8 hours of execution per week being carried out by professional services	Possibility of requests with less than 16 hours of execution per week being carried out by professional services	Possibility of requests with less than 24 hours of execution per week being carried out by professional services
Exclusive environment monitoring	-	-	-	-	Request in proposal	Yes
Dedicated Technical and Commercial Manager for the account	-	-	-	-	Partially available	Yes
Provisioning of Managed or Shared Data App	-	-	-	-	-	Yes

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.