Neptune Support plans
Neptune Support currently offers the following Support plans:
Basic Support
Basic Support, included with your Neptune subscription. At the Basic Support level, you have access to support during business hours for five days a week ("8/5") and 24/7 access to self-guided digital resources.
| Services | Description |
|---|---|
"8/5 Support" |
Our engineers are available to help with any issues you face. You receive our expert assistance to minimize downtime and keep your business running smoothly through our Support platform. |
Dedicated response times in 8 business hours |
We ensure the best outcome and find the right solution for you with an 8-business-hour for the first response time for business-urgent issues. |
On-Demand Community Help |
Gain access to technical guidance through our Neptune Community. See how other customers found solutions and addressed specific needs. |
Service Level Agreement
The Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected from the provider. It outlines specific metrics, responsibilities, and performance standards, ensuring both parties understand their obligations and expectations. SLAs are crucial for managing expectations, holding providers accountable, and optimizing the overall service experience.
Service Level Agreement - Basic Support
| Severity | Initial response times | Subsequent response times |
|---|---|---|
8 hours (customer business hours) |
Ongoing support during customers business hours |
|
3 days (customer business days) |
Updates every other day |
|
6 days (customer business days) |
Updates once a week |
|
9 days (customer business days) |
Updates every other week |
The Medium and Low times are suggested times and not contractually binding.
Extended Support
Extended Support is recommended for business and IT teams prioritizing uninterrupted productivity. This support level offers 24/7 coverage for your essential operations, including a rapid 2-hour first response SLA for urgent incidents, continuous Critical Issue Response, and 4 hours of Technical Guidance on Demand per ticket.
| Services | Description |
|---|---|
"24/7 Critical Issue Response" |
Our engineers are available around the clock to address urgent issues and restore your production system without delay. You receive faster assistance to minimize downtime and keep your business running smoothly. |
Enhanced Urgent response times in 2 hours |
Priority is given to Extended Support tickets, ensuring faster resolution with a 2-hour response time for urgent, production-down issues. Our team works quickly to resolve issues, keeping you informed every step of the way. |
4 hours "Technical Guidance on Demand" |
Receive up to 4 hours of technical guidance per ticket to help you get the most out of Neptune. Our experts provide practical guidance to optimize your solution and address specific needs, ensuring you maximize its potential. |
Service Level Agreement
The Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected from the provider. It outlines specific metrics, responsibilities, and performance standards, ensuring both parties understand their obligations and expectations. SLAs are crucial for managing expectations, holding providers accountable, and optimizing the overall service experience.
Service Level Agreement - Extended Support
| Severity | Initial response times | Subsequent response times | ||
|---|---|---|---|---|
2 hours (24 hours, 7 days a week) |
Every 2 hours ("24/7 Follow the Sun")
|
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6 hours (customer business hours) |
Updates every business day |
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2 days (customer business days) |
Updates every other business day |
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5 days (customer business days) |
Updates once a week |
The Medium and Low times are suggested times and not contractually binding.