CollabNet Support Options

Description	Community	Silver	Gold	Platinum
Application Options
General Installation
CollabNet Certified Integrations
Functional Use
Support Hours		8x5	24x5	24x7
Annual Case Allotment		74	120	Unlimited
Named Contacts		2	5	10
E-mail Support
Phone Support
Personal Support Admin		Optional	Optional	Optional
Live Chat
Initial Incident Response
Critical - P1		4 Hours	2 Hours	1 Hour
Major - P2		24 Hours	16 Hours	8 Hours
Minor - P3		2-3 Days	1-2 Days	24 Hours
Low - P4		1-2 Weeks	1 Week	5 Days
SaaS Options
Application Administration
System Health Monitoring		24x7	24x7	24x7
Uptime Guarantee		99%	99.5%	99.9%
Standard Upgrade Plan
Custom Upgrade Plan
Custom Upgrade Schedule
Staged Upgrade Testing
Enhanced Disaster Recovery		Optional	Optional
Active Disaster Recovery		Optional	Optional	Optional
Virtual Private Disk		Optional	Optional	Optional
Pricing
CollabNet TeamForge	FREE	18%	22%	25%
TeamForge Free Option License	FREE	Contact us	Contact us	Contact us
ScrumWorks Pro	FREE	Buy	Buy	Buy
License Upgrades Included