SUPPORT PLANS FOR THE FREE TRIAL AGREEMENT
Customers using the Banyan Free Trial Agreement can access the Documentation Portal and the Community Slack Channel. Banyan does not provide any additional Technical Support to Free Trial customers.
SUPPORT PLANS FOR THE MASTER SOLUTION AGREEMENT
Customers under the Banyan Master Solution Agreement can avail of one of three Technical Support plans:
- Premium Plus
Unless specified otherwise in the Order Form, Banyan will provide Technical Support to Customer based on the Standard plan.
|Hours of Operation||9a-5p on weekdays, excluding Federal Holidays||24 x 7||24 x 7|
|Initial Response Time||1 day||Urgent: 60 minutes
High: 8 hours
|Urgent: 30 minutes
High: 4 hours
|Support Channels||Web Portal
|Resources||Shared Technical Support Team||Shared Technical Support Team
Named Technical Support Manager
|Administration||Bi-annual health check and reporting||Quarterly health check and reporting
Quarterly account reviews