Support Plans

Last Updated: Feb 14, 2024

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

Bundled with Free Plan & Basic Plan

Bundled with paid Standard Plan

Bundled with paid Premium Plan

Bundled with paid 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

L1: 4 Hours

L1: 2 Hours

L1: 1 Hour

L2: Serious Degredation

Best Effort

L2: 24 Hours

L2: 12 Hours

L2: 6 Hours

L3: Moderate Impact

Not reported

Not reported

Best Effort

L3: 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 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.

© 2024, RealTheory, Inc.