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.

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