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:

  • Standard
  • Premium
  • Premium Plus

Unless specified otherwise in the Order Form, Banyan will provide Technical Support to Customer based on the Standard plan.

  Standard Premium Premium Plus
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
Email
Web Portal
Email
Slack
Phone
Web Portal
Email
Slack
Phone
Screenshare
Remote Login
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