Verj.io Support Packages

Verj.io works hard to make our support as intuitive and transparent as possible:

• Choose a Support Package that suits you.
• The Verj.io Studio and every licenced Verj.io product and service you have is covered by that Support Package.
• Support costs are based on the licenced value of the products and services being used, not the number of users using them.

Development Support Packages

These packages are intended for those who have not licenced a Verj.io Cloud, Verj.io On-Premises or Verj.io Gateway product.

Community Support Package

This is the default Support Package and is available to anyone using the Verj.io Studio to develop applications.

This Support Package includes the following Verj.io Support Services:

• 24x7 online access to the Resource Hub.
• 24x7 online access to the Community Forum.
• Business Hours access to the Support Helpdesk with a best endeavour timeframe SLA.

Bronze Support Package

Developers opting for this package can be assured of faster responses from the Support Helpdesk.

This Support Package includes a dedicated Account Manager and the following Verj.io Support Services:

• 24x7 online access to the Resource Hub.
• 24x7 online access to the Community Forum.
• Business Hours access to the Support Helpdesk with a 16-business hours timeframe SLA.

Production Support Packages

Available with any Verj.io Cloud, Verj.io On-Premises or Verj.io Gateway licence.

These packages help to keep your development team running efficiently and your production environments available.

Silver Support Package

This is the minimum Support Package available when any Verj.io Cloud, Verj.io On-Premises or Verj.io Gateway product is licenced.

This Support Package includes a dedicated Account Manager and the following Verj.io Support Services:

• 24x7 online access to the Resource Hub.
• 24x7 online access to the Community Forum.
• Business Hours email access to the Support Helpdesk with an 8-business-hour timeframe SLA.
• Business Hours telephone access to the Production-Critical Helpdesk with a 4-hour timeframe SLA.

Gold Support Package

Good for those who have one or more critical production environments and want access to a team of Support Engineers to help whenever your production environment fails or degrades.

This Support Package includes a dedicated Account Manager and the following Verj.io Support Services:

• 24x7 online access to the Resource Hub.
• 24x7 online access to the Community Forum.
• Business Hours email access to the Support Helpdesk with an 8 business-hours timeframe SLA.
• 24x7 telephone access to the Production-Critical Helpdesk with a 1-hour timeframe SLA.

Platinum Support Package

Good for those who want 24x7 access to a team of Support Engineers to resolve failures or impairments to your production environments.

This Support Package includes a dedicated Account Manager and the following Verj.io Support Services:

• 24x7 online access to the Resource Hub.
• 24x7 online access to the Community Forum.
• Business Hours access to the Support Helpdesk with an 8-business-hours timeframe SLA.
• 24x7 telephone access to the Production-Critical Helpdesk with a 1-hour timeframe SLA.
• 24x7 Operational Support.

Dedicated Account Manager

Your dedicated Account Manager:

• Understands your current licensing and support arrangements.
• Understands your use cases.
• Can advise on the how our products and services can work together to suit your requirements.
• Can advise on and schedule professional services, such as one-to-one consultancy and our upgrade service.
• Can advise on and arrange relevant training.
• Can keep you up to date with relevant changes in products and services.

Operating Hours

Business Hours

• The Support Service is available during business hours.
• Business Hours are defined as Monday to Friday, 9am – 5pm London, UK, time.
• The Support Service is unavailable during UK public holidays.

24x7

• We endeavour to make the Support Service available to you 24 hours a day, every day.