Standard vs Enterprise Support
|Required Billing Plan||Essentials to Superpowers||Enterprise|
|Term (Minimum Agreement Duration)||One month||One year|
|Priority queue for regular support requests|
|Regular support request response SLA||Best effort||One business day|
|Emergency support requests||24x7|
|Emergency support request response SLA||ASAP & < 6 hours|
|Private Slack channel|
|Health check endpoints|
|Access to BEE RC environment|
|Required Billing Plan||The Customer must be a subscriber of the BEE Plugin Enterprise Plan, as described on the pricing page available here.|
|Minimum Agreement Duration||Client agrees that the Initial Term mentioned in the Agreement, and specifically in Section 8.1, is of one year.|
|Regular support||Technical support provided by BEE Content Design, Inc. in all circumstances that are not those of Emergency Support.|
|Emergency Support||Technical support provided by BEE Content Design, Inc. in cases of severe disruption of service, which are: Software is not available; Software is available, but is inoperable or severely restricted.|
|Priority Queue for Regular Support Requests||In accordance with the provisions under Section 10 of the Agreement, Client may contact BEE Content Design, Inc. electronically to seek regular technical support. Regular support requests submitted by Client will be prioritized over requests submitted by customers that have not subscribed to Enterprise Support. Prioritization among requests by Enterprise Support customers will be based on the time in which requests are received (i.e. “First Come, First Serve” basis).|
|Regular Support Response SLA||BEE Content Design, Inc. guarantees to acknowledge the request and begin troubleshooting the issue within one business day. This higher level of service supersedes the Best Effort provision in Section 10 of the Agreement.|
|Emergency Support Requests||Client may contact BEE Content Design, Inc. to submit an Emergency Support Request 24×7, 365 days a day, using any and all of the communication channels made available by BEE Content Design, Inc. to client.|
|Emergency response SLA||BEE Content Design, Inc. is committed to responding to Emergency Support Requests as soon as possible and guarantees to Client that it will acknowledge the request and being troubleshooting the issue within 6 hours.|
|Private Slack channel||BEE Content Design, Inc. will make available to Client a private communication channel via the popular Slack service (https://slack.com/). Through this channel Client will be able to access experienced members of the BEE Content Design, Inc. team via synchronous & asynchronous message threads. The objective of this communication channel is to help Client to quickly configure the Software in the initial phases of implementation, and to keep the Software tuned and optimized over time.|
|Health Check Endpoints||BEE Content Design, Inc. will make available to Client resources that Client may invoke programmatically for automated system availability monitoring.|
|Access to RC environment||BEE Content Design, Inc. will make available to the Customer a Release Candidate (RC) environment running the latest pre-release version of the BEE builders and their other components, including the HTML parser (*). This will allow Client to test both new features in the editor and possible changes to the HTML output, before such changes go live.
Client will be notified via email and Slack when a new version of the BEE Plugin system is made available in the RC environment.
(*) The HTML parser is the engine that transforms into HTML the JSON document created by the BEE editor: it is updated regularly to achieve better email client compatibility.