Heap offers the following support packages. Growth Plans have access to Basic Support. Pro and Premier plans include Standard Support but are eligible to upgrade to Premium.
|Hours of Operation||9AM – 5PM EST||9AM – 5PM PST |
9AM – 5PM EST
8AM – 4PM GMT
Single timezone only.
|4AM – 8PM EST (5×16) |
8AM – 12:00 GMT (5×16)
|Support Packaging||Growth Plan||Pro Plan||Premium Plan|
Strongly recommended for customers with multiple projects and more than a single integration.
|Support Team||Access to Heap Support Team||Access to Heap Support Team||Access to Senior Backline Engineers|
|Phone Support||Email with phone escalation available|
|Support Entitlement||Admins and Architects||Admins and Architects||All users|
|Data sync intervals||N/A||24 hours||*Access to faster sync intervals.|
|Advanced Support Services||N/A||Professional services add-on available||Up to 8 hours data enrichment or data engineering consultation|
|P0||N/A||4 business hours||2 business hours|
|P1||N/A||1 business day||4 business hours|
|P2||N/A||2 business days||1 business day|
|P3||N/A||3 business days||2 business days|
|P0||An Error that (a) renders the Heap Service completely inoperative or (b) makes Customer’s use of the Service impossible, with no alternative available.|
|P1||An 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.|
|P2||An Error that has a medium-to-low impact on the Service, but a Customer can still access and use some functionality of the Service.|
|P3||An Error that has low-to-no impact on Customer’s access to and use of the Service.|