AppArmor offers multiple support plans to serve the needs of our customers. The different plans, issue types, severity levels, and response times are detailed in this page.
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Support Plans
AppArmor offers the following support plans.
- Basic Support - Designed for budget conscious customers who only need a base level of support.
- Enhanced Support - Elevated support levels for customers who have more complex needs, and faster support response times.
- Premium Support - Highest level of support available for customers using the AppArmor platform for mission critical applications.
Request Types
- Content Support - Issues modifying content within the app. E.g.: Updating an emergency plan within the mobile app, editing a Notification Template, adding a new Alerting Mechanism group.
- Technical Support - Issues with technical aspects of the system. E.g.: Error messages, problems accessing the app or dashboard, etc.
Severity Levels
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| Business Critical - Priority One (Urgent) Represents a complete loss of service or a significant feature that is completely unavailable and no workaround exists. Does not include items that are in development or sandbox environments. |
| Degraded Service - Priority Two (High) Includes intermittent issues or reduced quality of service. A workaround may be available. Does not include development issues in development or sandbox environments. |
| General Issue - Priority Three (Medium) Includes product questions, feature requests, and all non-urgent support. |
Support Availability, Response and Resolution Commitments
All times are Eastern Time.
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