| Benefits | StandardCare Package (Free) | PremiumCare Package (For Fee1) | ||
|---|---|---|---|---|
| Support Desk Business | P1: 24/7 P2-P4: 16/5, 4am to 8pm CST |
P1: 24/7 P2-P4: 24/5 |
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| Ticket Intake Channel(s) | Email, Web Form | Email, Web Form, Live Agent (2020) and Chat (Q4 Beta) | ||
| Scope of Support |
|
StandardCare + Plus P1 Service Outage Communication Custom Technical Scope |
||
| Meaningful Response SLO on Best Effort Basis; Update Cadence |
P1: 1 hour P2: 4 hours P3: 1 business day P4: 2 business days |
P1*: 15 minutes; updates every 2 hrs P2*: 2 hours, updates daily P3: 4 hours, updates weekly P4: 1 business day; updates weekly *Takes priority over StandardCare tickets |
1PremiumCare Package priced by CloudCare team. Price driven by license count, Google services, and custom scope.