Support

Basic

Pro

Team

Enterprise

Customer onboarding & education

Not available

Basic

Not available

Pro

Not available

Team

Available

Enterprise

Support Team

Community support team

Basic

Cloud support team

Pro

Cloud support team

Team

Dedicated account manager

Enterprise

Phone Support

Not available

Basic

Not available

Pro

Not available

Team

Dedicated phone number

Enterprise

Live Chat24 x 5 (Business Hours)

Not available

Basic

Not available

Pro

Available

Team

Available

Enterprise

Support Portal

Not available

Basic

Access to support portal

Pro

Access to support portal

Team

Access to support portal

Enterprise

Support Entitlements

Active workspace users

Basic

Workspace admins and product site-admins

Pro

Workspace admins and product site-admins

Team

Workspace admins and product site-admins

Enterprise

Support Hours

9 hrs per day Mon - Fri

Basic

P1: 24/7 P2: 24/5 (Mon - Fri) P3, P4: 9 hrs (Mon - Fri)

Pro

P1: 24/7 P2: 24/5 (Mon - Fri) P3, P4: 9 hrs (Mon - Fri)

Team

24 x 7

Enterprise

Initial Response Time (IRT)

P1 Critical

P1: Application Down

Basic

P1: 2 business hours

Pro

P1: 1 hour

Team

P1: 30 mins

Enterprise

P2 Major

P2: Serious Degradation

Basic

P2: 6 business hours

Pro

P2: 2 hours

Team

P2: 2 hours

Enterprise

P3 Minor

P3: Moderate Impact

Basic

P3: 1 business day

Pro

P3: 1 business day

Team

P3: 8 hours

Enterprise

P4 Enhancement

P4: Low Impact / Inquiry

Basic

P4: 2 business days

Pro

P4: 2 business days

Team

P4: 24 hours

Enterprise

* Community Support (from the APIwiz Community) is available to Basic plans, in addition to self-help resources such as documentation and public bugs.

Severity :

P1 Critical

Definition :

Critical production issue severely impacting business.

Substantial loss of service
Business operations severely
disrupted
No workaround available

Severity :

P2 Major

Definition :

Issue has significant user impact but business is unaffected.

Operations can continue in a restricted fashion
A project milestone is at risk
A temporary workaround is available

Severity :

P3 Minor

Definition :

Issue affects non-critical products.

Workaround is available

Severity :

P4 Enhancement

Definition :

Enhancement request that does not affect business or product functionality.

Together, we will accelerate your journey to success through

Minimum viable business outcome (MVBO)

Long-term success and advocacy

Adoption through learning

Try APIwiz with your team for free

Try It Now

APIwiz support offerings are bundled with Basic, Pro, Team and Enterprise plans. The Basic plan* has access to self help resources.

Basic

Pro

Team

Enterprise

Customer onboarding & education

Support Team

Phone Support

Live Chat24 x 5 (Business Hours)

Support Portal

Support Entitlements

Support Hours

Initial Response Time (IRT)

P1 Critical

P2 Major

P3 Minor

P4 Enhancement

* Community Support (from the APIwiz Community) is available to Basic plans, in addition to self-help resources such as documentation and public bugs.

Classification of Issues & Priorities

Severity

Definition

Severity :

P1 Critical

Definition :

Severity :

P2 Major

Definition :

Severity :

P3 Minor

Definition :

Severity :

P4 Enhancement

Definition :

Together, we will accelerate your journey to success through

Early Business Success

Minimum viable business outcome (MVBO)

Guidance and Enablement

Long-term success and advocacy

Training

Adoption through learning

Try APIwiz with your team for free