Customer support terms

ADMIN

ADMIN +

ALL-USERS

USER SUPPORT

Customer provides Tier
1 helpdesk for all users.
Customer provides Tier
1 helpdesk for all users.
Bridge provides Tier 1
helpdesk for all users.

CONTACT

Admins can call or chat
with the Bridge support
team 24/7/365. Admins
can file tickets with
Bridge Support through
Admins and Authors
can call or chat with the
Bridge support team
24/7/365. Admins and
Authors can file tickets
with Bridge support
through
All users can call or
chat with the Bridge
support team 24/7/365.
All users can file tickets
with Bridge support
through
FIRST RESPONSE SLA
(80% WITHIN TIME SHOWN)

Two business days

Eight hours

One hour for
webform/email tickets;
60 seconds for phone
calls; 120 seconds for
live chat

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