Enterprise Support
Enterprise Support
The Enterprise Support package delivers comprehensive assistance with guaranteed premium response times, dedicated resources, and regular access to our product team, ensuring your organization maximizes the value of the gospace platform.
Support Channels
Channel
Details
Availability
JIRA Customer Service Management
Priority bug reporting and tracking
Enhanced feature request handling
Comprehensive knowledge resources
Custom dashboards
24/7 submission with priority handling
Email Support
Extended business hours
Bi-weekly Product Team Calls
60-minute scheduled sessions
Every other week
Dedicated Account Manager
Direct contact for all support needs
Business hours
Technical Support Agent
Specialized technical assistance
Business hours
Key Features
Feature
Description
Dedicated Resources
Assigned account manager and technical support agent familiar with your implementation
Priority Handling
Issues prioritized above Basic tier customers
Bi-weekly Product Calls
Regular sessions with our product team for updates and feedback
Premium SLAs
Industry-leading response and resolution targets
Implementation Guidance
Strategic advice on platform utilization
Proactive Monitoring
Regular system health checks
Service Level Agreements
Response Time Commitments
Issue Type
Initial Response Time
All inquiries
Within 4 business hours
Bug Resolution SLAs
Severity Level
Initial Response
Resolution Target
Status Updates
P1: Critical
2 business hours
8 business hours
Every 4 hours until resolved
P2: High
4 business hours
24 business hours
Daily
P3: Medium
4 business hours
5 business days
Twice weekly
P4: Low
4 business hours
Next release cycle
Weekly
Problem Severity Definitions
Severity Level
Definition
Business Impact
Examples
P1: Critical
System outage or critical functionality failure
Operations severely impacted
Platform unavailable
Unable to allocate space
Authentication failure
Data corruption
P2: High
Major functionality impaired
Significant impact with limited workarounds
• Allocation issues • Notifications not working • Integration failures • Severe performance degradation
P3: Medium
Non-critical function unavailable
Moderate impact with workarounds
Secondary features unavailable
Reporting inaccuracies
UI/UX issues
Performance issues
P4: Low
Minor issues
Minimal impact
Cosmetic issues
Documentation errors
Enhancement requests
Minor usability concerns
Support Hours
Hours
Details
Extended Business Hours
Monday-Friday, 8:00 AM - 6:00 PM GMT/BST
Holiday Coverage
Limited support during UK public holidays for P1 issues
After-Hours
Available for P1 issues only
Enterprise Benefits
Benefit
Description
Technical Account Manager
Specialized agent familiar with your configuration
Strategic Guidance
Optimization recommendations and best practices
Product Influence
Direct feedback channel to our product team
Enhanced Visibility
Custom reporting on support performance
Priority Development
Feature requests given higher consideration
Support Comparison Matrix
Feature
Basic Support
Enterprise Support
JIRA Access
✓
✓ (Priority)
Email Support
✓ (Urgent only)
✓ (All issues)
Defined SLAs
✓ (Standard)
✓ (Premium)
P1 Initial Response
8 business hours
2 business hours
P1 Resolution Target
3 business days
8 business hours
Technical Account Manager
✗
✓
Bi-weekly Product Calls
✗
✓
Extended Hours Support
✗
✓ (P1 issues)
Proactive Monitoring
✗
✓
Priority Feature Requests
✗
✓
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