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Heap support offerings

Heap offers the following support packages.

BasicStandardPremium
Hours of Operation9AM – 5PM EST9AM – 5PM PST
9AM – 5PM EST
8AM – 4PM GMT
Single time zone only.		4AM – 8PM EST (5×16)
8AM – 12:00 GMT (5×16)
Support PackagingGrowth PlanPro PlanPremier Plan
Support TeamAccess to Heap Support TeamAccess to Heap Support TeamAccess to Senior Backline Engineers
Phone SupportEmailEmailEmail with phone escalation available
Support EntitlementAdmins and ArchitectsAdmins and ArchitectsAll users
Data sync intervalsN/A24 hours*Access to faster sync intervals.
Advanced Support ServicesN/AProfessional services add-on availableUp to 8 hours data enrichment or data engineering consultation
*Access to faster data sync intervals: based upon consultation by Heap

Response Targets

BasicStandardPremium
P0N/A4 business hours2 business hours
P1N/A1 business day4 business hours
P2N/A2 business days1 business day
P3N/A3 business days2 business days

Severity Table

P0An Error that (a) renders the Heap Service completely inoperative or (b) makes Customer’s use of the Service impossible, with no alternative available.
P1An Error that (a) has a high impact to key portions of the Service or (b) seriously impairs a Customer’s use of material function(s) of the Service and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort, with no alternative available.
P2An Error that has a medium-to-low impact on the Service, but a Customer can still access and use some functionality of the Service.
P3An Error that has low-to-no impact on Customer’s access to and use of the Service.