Support levels Otomi Container Platform

 
Hours of coverage
Support channels
Number of cases
Initial response time
  Critical
  High
  Medium
  Low
Standard
Business hours*
Email
Unlimited
NA
NA
2 business days
4 business days
 
Premium
Business hours*
Email & phone
Unlimited
NA
2 hours
1 business day
2 business days
 
Enterprise
24/7**
Email & phone
Unlimited
1 hour
2 hours
4 hours
8 hours

* Standard business hours are 8:00-18:00 CET
** 24/7 support for Critical and High severity issues and standard business hours for the rest

Support levels Otomi Cloud

 
 
Hours of coverage
Support channels
Number of cases
Initial response time
  Critical
  High
  Medium
  Low
Basic
€ 99 / month
Business hours*
Email
Unlimited
NA
NA
2 business days
4 business days
 
 
Standard
€ 499 / month
Business hours*
Email & phone
Unlimited
NA
2 hours
1 business day
2 business days
 
 
Premium
€ 999 / month
24/7**
Email & phone
Unlimited
1 hour
2 hours
4 hours
8 hours

* Standard business hours are 8:00-18:00 CET
** 24/7 support for Critical and High severity issues and standard business hours for the rest