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updated support page
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@ntotten
ntotten committed Oct 23, 2023
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Expand Up @@ -64,12 +64,12 @@ Zuplo offers multiple methods to contact support detailed below.
The following table describes the different contact methods available for each
plan:

| Support Feature | Community | Standard | Enterprise |
| ----------------------------- | --------- | -------- | ---------- |
| Community Support | Yes | Yes | Yes |
| Email Support | No | Yes | Yes |
| Phone Support | No | No | Yes |
| Private Discord/Slack Channel | No | No | Available |
| Support Feature | Community | Standard | Premium |
| ----------------------------- | --------- | -------- | --------- |
| Community Support | Yes | Yes | Yes |
| Email Support | No | Yes | Yes |
| Emergency Phone Support | No | No | Available |
| Private Discord/Slack Channel | No | No | Available |

For customers with an enterprise contract, your sales contract will indicate the
specifics of your premium support offering.
Expand Down Expand Up @@ -123,15 +123,16 @@ For premium support plans, Zuplo offers SLAs on response times based on the
severity of issues and the level of the plan. Zuplo uses four categories to
define a technical issue as explained below.

| Severity | | Premium (Bronze) | Premium (Silver) | Premium (Gold) |
| -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------- | ------------------ | ------------------ |
| Level 0 | Zuplo's services are down resulting in a critical and immediate impact on the Customer's production environment with major business impact. | 2 business hours | 1 hour (24x7x365) | 1 hour (24x7x365) |
| Level 1 | Zuplo's services are impaired resulting in a severe impact on the Customer's production environment with a partial business impact. | 4 business hours | 4 hours (24x7x365) | 4 hours (24x7x365) |
| Level 2 | Zuplo's services are operational, but have minor functional issues resulting in partial impact on the Customer's production or staging environment with a low impact business impact. | 8 business hours | 4 business hours | 4 business hours |
| Level 3 | Issues or questions related to development and testing. | 16 business hours | 8 business hours | 8 business hours |
| Severity | | Premium (Bronze) | Premium (Silver) | Premium (Custom) |
| -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------- | ------------------ | ---------------- |
| Level 0 | Zuplo's services are down resulting in a critical and immediate impact on the Customer's production environment with major business impact. | 2 business hours | 2 hour (24x7x365) | Custom agreement |
| Level 1 | Zuplo's services are impaired resulting in a severe impact on the Customer's production environment with a partial business impact. | 4 business hours | 4 hours (24x7x365) | Custom agreement |
| Level 2 | Zuplo's services are operational, but have minor functional issues resulting in partial impact on the Customer's production or staging environment with a low impact business impact. | 8 business hours | 4 business hours | Custom agreement |
| Level 3 | Issues or questions related to development and testing. | 16 business hours | 8 business hours | Custom agreement |

**Business Hours** means 9:00 am Pacific Time to 8:00 pm Pacific Time, Monday
through Friday, excluding local, state, and federal holidays.
**Business Hours** means 8:00am Eastern Time (UTC−05:00) to 8:00pm Eastern Time
(UTC−05:00), Monday through Friday, excluding local, state, and federal
holidays.

**Response Time** means the time required for a support engineer to respond
confirming receipt of the support notification and informing the customer if
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