Support Plans
Last Updated: Jun 18, 2026
The following table outlines all support plans for each account level at RealTheory. These are our internal SLAs that we hold ourselves accountable to.
Support Plan
Basic
Standard
Premium
Enterprise
Product Bundle
Free Plan & Basic Plan
Standard Plan
Premium Plan
Enterprise Plan
Knowledge Base
Included
Included
Included
Included
Communication Methods
Email Only
Email & Chat
Email & Chat
Dedicated Email, Chat & Video Calls
Onboarding Support
Self Help Only
Email & Chat
Email, Chat & Video Calls
Dedicated & Scheduled
Customer Success
Self Help Only
Email & Chat
Email, Chat & Video Calls
Dedicated & Scheduled
Training
Self-Training
Self-Training
10 Hours Annually Dedicated & Scheduled*
50 Hours Annually Dedicated & Scheduled*
Support Team
Self Help Only
Cloud Support Team
Cloud Support Team
Dedicated Support Team
Support Priority
Best Effort
Standard
Advanced
Dedicated Advanced
Support Hours
Best Effort
Best Effort
9 AM – 5 PM EST M-F
9 AM – 5 PM EST M-F
Custom Support Options
N/A
N/A
N/A
Contact Sales
Target Response Times
Basic
Standard
Premium
Enterprise
L1: Application Down
Best Effort
4 Hours
2 Hours
1 Hour
L2: Serious Degredation
Best Effort
24 Hours
12 Hours
6 Hours
L3: Moderate Impact
Not reported
Not reported
Best Effort
48 Hours
L4: Low Impact
Not reported
Not reported
Not reported
Not reported
SLA - Uptime Commitment
N/A
N/A
N/A
99%
* Scheduled Training must be approved 2 weeks prior to the training session and shall not exceed 2 hours in any given day or 5 hours in any given week unless pre-approved in advance by RealTheory. All training will be delivered over live video sessions with dedicated RealTheory team members.
© 2026, RealTheory, Inc.