Included
Billing & Account Support
CSM & Data Scientist
Case Severity /
Initial Response Times
Price
Included
Available for all Customers
Business Hours 8:00 AM - 5:00 PM (ET)
Shared CSM
Shared Data Scientist as resources are available
Critical Business Impact (P1)
Within 8 Business Hours
Moderate Business Impact (P2)
Within 8 Business Hours
Minimal Business Impact (P3)
Within 8 Business Hours
General Guidance (P4)
Within 2 Business Days
Included
Premier
Recommended for enterprise clients that utilize API feeds and Data Scientist Consulting
Dedicated fractional resource
Dedicated Data Scientist
Dedicated AM
Critical Business Impact (P1)
Within 60 Minutes
Moderate Business Impact (P2)
Within 4 Hours
Minimal Business Impact (P3)
Within 8 Business Hours
General Guidance (P4)
Within 2 Business Days
$ based on subscription scope
