|Community Support||Priority Support||Premium Support|
|Self Help Resources||Yes||Yes||Yes|
|Community Support 1||Yes||Yes||Yes|
|Hours of Availability||--||9/5 2||L1: 24/7
L3, L4: 9/5
|Initial Response Times 3||Production Application Down (L1)||--||2 Hr||1 Hr|
|Serious Degradation (L2)||--||6 Hr||2 Hr|
|Moderate Impact (L3)||--||1 Business Days||8 Hr|
|Limited Impact (L4)||--||2 Business Days||24 Hr|
|Support Entitlement||Anyone 1||Up to 3 named contacts||Up to 3 named contacts|
|Price||--||Contact Us||Contact Us|
Community Support (from the Drone Community) is available to anyone who uses the Software. Customers that do not purchase a Priority or Premium support plan are eligible for only community support.
Company will provide Technical Support to Customer via both chat and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Pacific time, with the exclusion of Federal Holidays.
Full descriptions of severity levels are as follows: