Success & Support Packages

	Basic (included)	Standard	Premium
Subscription spend (Total contract Value)	<$25K	< $150K	> $150K
Package Cost	Contact Sales	Contact Sales	Contact Sales
Support
Coverage	Mon - Fri Business Hours	24 * 7	24 * 7
First Response Time for P1	< 4 hrs	< 1 hr	< 30 min
Education
Monthly Webinars	✅	✅	✅
Weekly Office Hours	N/A	✅	✅
Advanced Training	N/A	N/A	✅
Success
Customer Success Manager (CSM)	N/A	Digital CSM	Assigned Enterprise CSM
CSA (Customer Solution Architect)	N/A	Access to SA via Office hours	Access to Solutions Architect

StrongDM Service Hours

StrongDM has support team members online in the AMER region from 8:00 AM to 9:00 PM ET ( 1:00 PM to 02:00 AM GMT) Monday through Friday.

Monday through Friday 9:00 PM to 08:00 AM ET (02:00 AM to 1:00 PM GMT).
And Weekends from Friday 9:00 PM ET (2:00 AM GMT) to Monday 8:00 AM ET (1:00 PM GMT)

When a ticket is submitted after hours we page our on-call engineer based on the Severity of the issue.

Severity 1 (Standard and Premium) issues will page our after hours support.
Severity 2, Severity 3, Severity 4 level issues will be addressed as soon as possible after office hours start.

Tickets will be addressed during Office Hours.

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