Customer Support Tiers and Methods Overview

This document is a guide that outlines the customer support tiers and methods available for various Everfox products. It details the support model, which includes three tiers: Premium Plus, Premium, and Standard. Each tier provides different levels of access to support resources, with Premium Plus offering the highest level of service, including additional planning and integration resources, as well as faster response times for complex projects. The Premium tier provides 24x7 support and a dedicated Customer Success Manager, while the Standard tier offers technical support during business hours. The document specifies the support methods available for different products, including Commercial Insider Risk, Advanced Threat Protection, and Federal Products. It also includes contact information for support, such as phone numbers and email addresses for opening cases, along with example service level targets for response times based on severity levels.