| S.No |
Component |
Standard |
Premium |
Gold |
| 1 |
Updates |
Y |
Y |
Y |
| 2 |
Service requests |
Y |
Y |
Y |
| 3 |
Business Hrs |
9x5 (5 Days a week) |
9x9 (6 Days a week) |
24x7x365 |
| 4 |
Fixes |
Y |
Y |
Y |
| 5 |
Security Alerts |
N |
Y |
Y |
| 6 |
Critical patch updates |
N |
Y |
Y |
| 7 |
New upgrade scripts |
N |
Y |
Y |
| 8 |
Testing with third-party products/versions |
N |
N |
Y |
| 9 |
Committed response for severity 1 requests |
N |
N |
Y |
| 10 |
Committed response for severity 2 requests |
N |
N |
Y |
| 11 |
Committed response for severity 3 requests |
60% within 1 business hrs |
75% within 1 business hrs |
90% within 1 business hrs |
| 12 |
Co-ordination with the community/forum for high severity service requests |
60% within 4 business hrs |
75% within 4 business hrs |
90% within 4 business hrs |
| 13 |
Designated service manager |
N |
N |
Y |
