Elite, Premium, Advanced, Partner, and Standard — tiered support structures matched to operational risk profile, from business-hours coverage to 24/7 enterprise SLAs with dedicated TAM.
Support is a contract — response times, coverage windows, remote engineering hours, and account ownership are written terms, not best-effort promises. TR7 support programs scale from standard business-hours coverage to dedicated Technical Account Manager engagements, with each tier defined by what's measurable in the contract.
This page opens five doors — one per tier. Pick the tier that maps to your operational risk profile, with the understanding that proactive engineering is part of every tier — not a premium upgrade.
An engineering partnership, in contract language.
Response time, coverage window, remote hours, and TAM ownership are written commitments — chosen against your deployment criticality and operational cadence, not bolted on after an incident.
Each tier page details one structure — response commitments, coverage windows, remote engineering hours, and TAM ownership. All tiers share the same engineering-led philosophy.
5-minute response · 24/7/365 · Dedicated TAM
Top-tier support for mission-critical deployments. 5-minute first response, round-the-clock coverage, 24 hours of remote engineering, and a dedicated Technical Account Manager assigned to your environment.
15-minute response · 7×8 · TAM included
Enterprise support for production deployments. 15-minute response, 7-day coverage during business hours, 12 hours of remote engineering, and TAM ownership for proactive operations.
30-minute response · 5×8 · 6 remote hours
Strong support for active enterprise deployments. 30-minute response, business-hours coverage, 6 hours of remote engineering for tuning, troubleshooting, and configuration assistance.
30-minute response · 5×8 · Partner-delivered
Support delivered through the TR7 partner network. 30-minute response and business-hours coverage, with first-line engineering and operations handled by the partner integrator close to your deployment.
60-minute response · 5×8 · Foundation tier
Baseline support for less time-sensitive deployments. 60-minute response and business-hours coverage — the foundational layer beneath every TR7 deployment.
Tiers differ in coverage and ownership — but the engineering posture is identical across all of them.
Every tier is defined by measurable contract terms — response time, coverage window, remote hours. What you sign is what you get; no interpretation gap between purchase and incident.
Tickets land with engineers who understand the platform, not a triage queue routing for time. Proactive health monitoring and operational reviews come from the same team that builds TR7.
All tiers include proactive monitoring of platform health signals — certificate expiry, capacity ceiling, configuration drift, integration failures — surfaced before they become incidents.
Each tier page details response commitments, coverage windows, remote hours, and TAM ownership. When you're ready to scope support alongside license terms, the Licensing Wizard ties the choices together.
Response commitments, coverage windows, remote engineering hours, and TAM scope summarized on this page may vary by region, license term, and contract option. Refer to each tier page and the licensing guide for full coverage.