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Support Plans Comparison

One-Time Support
Standard Support
Premium Support
Coverage
Coverage
24-7 Web Access
Yes
Yes
Yes
Number of phone support incidents included
Unlimited (Note 1)
Unlimited (Note 2)
Unlimited (Note 1)
Toll-Free Access
Yes
Yes
Phone Access
M-F, 9 am–6 pm, PST (Note 3)
M-F, 9 am-6 pm PST (Note 3)
M-F, 9 am-6 pm PST (Note 3)
Phone Support Hours Limit
Annual limit of 3 hours with 1 hour additional for each additional user
Dedicated Customer Support Representative
Yes
Number of Web-Submission or E-mail Inquires Included
Unlimited Web-Submission only
Unlimited
Response Time for Web-Submission or E-mail Quires Received M-F, 9 AM – 6 PM, PST
Goal of callback or e-mail reply within 4 hours, depending on complexity of question (Note 4)
Goal of callback or e-mail reply within 2 hours, depending on complexity of question (Note 4)
Price
$30 for the first 10 minutes, and $15 for each additional 5-minute increment thereafter.
Free
$695/Year

Note: Terms and conditions of support, support features, pricing and support availability are subject to change at any time without notice.

(1) Governance One reserves the right to limit each telephone call to one hour.

(2) Governance One reserves the right to limit each telephone call to 30 minutes. The technical support representative will determine how many incidents will be handled during the course of the telephone contact.

(3) Excludes occasional downtime due to system and server maintenance, company events, observed U.S. holidays, and events beyond our control.

(4) For web-submissions and e-mails received outside these hours, the response time goal is within the next business day. Response times are a goal and are not guaranteed. Excludes occasional downtime due to system and server maintenance, company events, observed U.S. holidays, and events beyond our control.

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