Heap offers the following support packages.
| Basic | Standard | Premium | |
|---|---|---|---|
| Hours of Operation | 9AM - 5PM EST | 9AM - 5PM PST 9AM - 5PM EST 8AM - 4PM GMT Single time zone only. | 4AM - 8PM EST (5x16) 8AM - 12:00 GMT (5x16) |
| Support Packaging | Growth Plan | Pro Plan | Premier Plan |
| 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 |
Response Targets
| Basic | Standard | Premium | |
|---|---|---|---|
| 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 |
Severity Table
| 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. |