Customer Support Plans
Take advantage of the world-class service our support plans offer.
The following RSA Archer customer support plans are available: Standard, Gold, Platinum and Platinum Plus. The features of each plan are outlined below. Please contact us for pricing at sales@archer-tech.com.
Support Plans
| Standard | Gold | Platinum | PlatinumPlus | |
|---|---|---|---|---|
| Support Hours | Monday–Friday, 7 a.m. to 6 p.m. Central Time, excluding holidays |
24–7 for severity 1 issues* |
||
| Response Time (Severity 1) | 4 business hours |
3 business hours |
2 business hours |
2 business hours |
| Response Time (Severity 2 or 3) | 2 business days |
1 business day |
4 business hours |
4 business hours |
| Product Support via Phone, Email, Chat and WebEx |
||||
| Updates, Patches and Fixes | ||||
| Friday User Group Training | ||||
| Priority Routing | ||||
| Dedicated Product Specialist | ||||
| Case Limit | Unlimited | Unlimited | Unlimited | Unlimited |
| Archer eGRC Community Members | Unlimited | Unlimited | Unlimited | Unlimited |
| Authorized Support Contacts | 2 | 4 | 6 | 6 |
| Health Checks | Annually | Semiannually | Quarterly | Quarterly |
| Supported Versions | Latest 2 versions |
Latest 2 versions |
Latest 2 versions |
Latest 2 versions |
| Certification Training | 1 free registration |
2 free registrations |
2 free registrations |
|
| Archer eGRC Summit | 1 free registration |
2 free registrations |
2 free registrations |
|
* During non-standard hours (i.e., Monday–Friday, 6:01 p.m. to 6:59 a.m. Central Time, weekends and holidays), phone support is available for severity 1 issues only.
** During non-standard hours, response time for severity 1 issues is 4 business hours.