Support Plans

Customer Support Plans are incorporated into and form a part of your agreement with NTT DATA with respect to your use of the products. These plans are designed for B2B contexts as part of the relation between the customer integrator and NTT DATA.

Customer Support Plan

Features	Standard	Advanced	Premier	Platinum
Case Severity	Not applicable	Case priority ranking available. Learn more	Case priority ranking available. Learn more	Case priority ranking available. Learn more
Initial response time objectives	Not applicable	P1 cases: 2 hours* P2 cases: 4 hours P3 cases: 8 hours P4 cases: 16 hours	P1 cases: 1 hour* P2 cases: 4 hours P3 cases: 8 hours P4 cases: 8 hours	P1 cases: 30 mins* P2 cases: 2 hour P3 cases: 4 hours P4 cases: 8 hours
Service times	8/5 ** response for issues	8/5 ** response for issues	24/7 response for critical- and high-impact issues (P1 & P2). 8/5 ** response for medium- and low-impact issues (P3 & P4).	24/7 response for critical- and high-impact issues (P1 & P2). 8/5 ** response for medium- and low-impact issues (P3 & P4).
Supported languages	English, Spanish	English, Spanish	English, Spanish, French, Portuguese	English, Spanish, French, Portuguese
Online Case Submission 24X7	✔ 1 user	✔ 1 user	✔ Multiple users	✔ Multiple users
Commercial & Billing support syntphony.com	✔	✔	✔	✔
Online documentation	✔	✔	✔	✔
Reviews to assess the platform operations status.	❌	❌	✔ Quarterly	✔ Monthly
Technical Account Manager (TAM) Learn more.	❌	❌	❌	✔

*Recommended to contact NTT DATA immediately after submitting a P1/P2 support case to ensure the applicable Initial response time objectives (only for users with On-call support available).

**Business days are considered from 9:00 AM to 5:00 PM (local country or region time), Monday to Friday, excluding regional holidays.