Summary
This document is a guide detailing the support services offered by Threekit, including Standard, Premier, and Premier+ support levels. It outlines the various priority levels assigned to support cases, which include Critical, Urgent, High, and Medium, each with specific response time commitments. The guide explains how customers can contact the support team, the availability of support based on case priority, and the processes for setting case priorities. It also describes the mutual partnership expected between Threekit and its customers to facilitate effective issue resolution. Additionally, the document highlights the bug fix prioritization for Premier and Premier+ customers, the process for submitting feature requests, and tips for faster resolution of issues. Customer satisfaction metrics are also mentioned, with a focus on continuous improvement based on feedback. Overall, the guide serves as a comprehensive resource for understanding Threekit's support framework and customer engagement.
