Enterprise support Enterprise
Dedicated support for Enterprise customers.
Support tiers
| Feature | Business | Enterprise | Enterprise+ |
|---|---|---|---|
| Email support | Yes | Yes | Yes |
| Response time | 24-48h | 4h | 1h |
| Phone support | - | Business hours | 24/7 |
| Dedicated CSM | - | Yes | Yes |
| Slack channel | - | Yes | Yes |
| On-call support | - | - | Yes |
| SLA | 99.9% | 99.95% | 99.99% |
Contacting support
Email
Enterprise support: enterprise@synjar.com
Include:
- Organization name
- Workspace ID (if applicable)
- Issue description
- Error messages/screenshots
- Steps to reproduce
Dedicated Slack channel
Enterprise customers get a private Slack channel with:
- Direct access to support engineers
- Real-time updates on issues
- Priority escalation
Phone support
Enterprise+ includes phone support:
- Business hours: +1 (XXX) XXX-XXXX
- 24/7 emergency: +1 (XXX) XXX-XXXX
Service Level Agreement (SLA)
Uptime guarantee
| Tier | Uptime | Max downtime/month |
|---|---|---|
| Enterprise | 99.95% | 22 minutes |
| Enterprise+ | 99.99% | 4 minutes |
Response times
| Severity | Enterprise | Enterprise+ |
|---|---|---|
| Critical | 4 hours | 1 hour |
| High | 8 hours | 4 hours |
| Medium | 24 hours | 8 hours |
| Low | 48 hours | 24 hours |
Severity levels
| Level | Description |
|---|---|
| Critical | System down, no workaround |
| High | Major feature broken, degraded service |
| Medium | Feature issue, workaround exists |
| Low | Minor issue, cosmetic |
Dedicated Customer Success
Enterprise customers are assigned a Customer Success Manager (CSM) who provides:
- Quarterly business reviews
- Usage optimization recommendations
- New feature previews
- Training sessions
- Escalation pathway
Training and onboarding
Included with Enterprise
- Admin training session (2 hours)
- User onboarding webinar
- Self-service documentation
- Video tutorials
Additional training
Available at extra cost:
- On-site training
- Custom workshops
- Admin certification
- Developer training
Custom development
Enterprise+ includes:
- Priority feature requests
- Custom integration development
- API customization
- Dedicated development sprints
Status page
Monitor system status:
- status.synjar.com
Subscribe to:
- Incident notifications
- Maintenance windows
- Status updates