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Panel

Please read instruction below to follow all requirements of service case creation. The more details we get from you the faster help you receive.
Check Troubleshooting - User Manual - Confluence (atlassian.net) before you create the service case. It might happen that you can resolve your trouble immediately by yourself.

Technical support plans

	Basic	Business	Premium
Package cost, % of the subscription cost	5% of the licenses price	12% of the licenses price	20% of the licenses price
Case registration time	24/7	24/7	24/7
Case registration channels	client portal website chatbot email	client portal website chatbot email	client portal website chatbot email
Support hours (GMT +1/+2/+3/+8/+10 ; GMT -2)	9 am – 6 pm (Monday – Friday)	9 am – 6 pm (Monday – Sunday)	24/7
Communication channels with support team	client portal email	client portal email cell phone	client portal email cell phone Skype
Response time for high-priority cases, working hours	4	1	1
Response time for incidents of 2-4 priority, working hours	8	4	2
Case processing	✅	✅	✅
Number of authorized contacts eligible to submit support cases	2	5	15
Answers to system administrator’s question	✅	✅	✅
Answers to system users’ questions	❌	✅	✅
Personal Customer Success Manager	❌	✅	✅
Beesender applications update (with the reinstallation of the packages)	❌	Up to 2 times per year	Up to 4 times per year
Meetings with system developers	❌	❌	✅
Beesender Server license support	❌	❌	✅

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