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Panel

Kindly review the instructions provided below to ensure that all requirements for creating a service case are met. Providing detailed information will facilitate expedited assistance.
Please refer Troubleshooting - User Manual - Confluence (atlassian.net) before initiating the service case creation process. It is possible that your issue may be resolved immediately by referring to the manual.

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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