Our response target is a maximum of 2 business days for all customers.
As you probably know by now, we don't offer pricing plans that artificially increase pricing for... not much else.
The only paid extra that we offer that isn't usage based is for Support.
Our official support response target is up to 2 business days, though we typically reply to each request received on an average of 13 minutes so far.
Large businesses that rely on our services as a critical part of their infrastructure may require guaranteed response times. We offer enhanced guaranteed support response times for these businesses on a monthly, per product basis.
This isn't something we take lightly, as we pride ourselves on having the best possible support available to all customers.
Purchasing an enhanced guaranteed support plan does not change the level of service you will receive outside of ticket response time. Due to the complex nature of our software, we cannot guarantee specific staff, resolution times, or anything else as part of this service.
To apply enhanced guaranteed support to a product, get in touch with us on hello@divergent.cloud referencing the response time you require, and the product that you wish to apply this to.
A minimum commitment of 3 months is required to all support plans and they will be billed quarterly.