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.
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
| Definitions |
|---|
| 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.
| Basic | Enhanced | Premium | |
|---|---|---|---|
| Content Support Response Time | 1 Business Week | 1-2 Business Days | 1 Business Day |
| Technical Support Business Critical Degraded Service General Issue |
| 9am-5pm, 5 days a week, Response: 1 Business Hour. 9am-5pm, 5 days a week, Response: 1 Business Day. 9am-5pm, 5 days a week, Response: 2 Business Days. | 24/7/365, Response: 1 hour. 9am-5pm, 5 days a week, Response: 4 Business Hours. 9am-5pm, 5 days a week, Response: 1 Business Day. |
| Contact Available Email Support Phone Support Video Training Online Documentation | Yes No Yes Yes | Yes 9am-5pm, 5 days a week Yes Yes | Yes 9am-5pm, 5 days a week (General Issue, Degraded Service); 24/7/365 (Business Critical). Yes Yes |