Support

Big Easy One Support Features

Big Easy One Support provides a highly personalized variable support levels for customers seeking technical help. Customers that do not select Big Easy Support may continue to have access to Basic Support, offered at no additional charge, which includes  Product FAQs. The Enterprise support package is mandatory for customers who purchase a Perpetual Licence.

	Standard	Premium	Enterprise
Customer Service - 24x7x365
Support Forums
Documentation, White Papers, Best Practice Guides
Access to Technical Support	Email	Phone, Chat, Email, Live Screen Sharing (24/7)	Phone, Chat, Email, Live Screen Sharing (24/7)
Primary Case Handling		Cloud Support Engineer	Sr. Cloud Support Engineer
Named Contacts	1	3	Unlimited
Response Time	< 48 hours	< 24 hours	< 3 hours
Architecture Support		Use Case Guidance	Application Architecture
Best Practice Guidance
Client Side Diagnostic Tools
3rd Party Software Support - Beta
Infrastructure Event Management		Contact Us for Pricing
White-glove Case Routing
Management Business Reviews
Costs	$100 per month + 7% of billing	$250 per month per named seat + 7% of billing	From $250 per month per named seat + 7% of billing

BES Infrastructure Event Management is a short term engagement with BES Support that is available as part of the Enterprise-level Support product offering, and for purchase for Business-level Support subscribers. BES Infrastructure Event Management will partner with your technical and project resources to gain a deep understanding of your use case and provide architectural and scaling guidance for an event. Common use case examples for BES Event Management include advertising launches, new product launches, and infrastructure migrations to BES.

Management Business Reviews.  Technical Account Manager conducts performance reviews, reports metrics, collaborates on launches, and connects you with solutions architects.