Customer Success Service Level Commitments

22d’s standard customer success service level commitments to our paid customers.

Description / Level	Free	Paid	Premium
Targeted Hours and Response Times (based on business hours)
Hours (UTC+0)	9am till 5pm	9am till 5pm	9am till 5pm
Response Time (P1 - P4)	8h / 12h / 24h / 36h	4h / 8h / 12h / 24h	2h / 4h / 8h / 12h
Basics
Billing Questions	Full Support	Full Support	Full Support
Identity Management	Best Effort	Support	Execution
Support Channels
Portal	Billing Sections	Full Access	Full Access
Email	Billing Questions	Full Access	Full Access
Shared Slack/Chat Channel	No access	Available	Available
Whatsapp	Partial access	Available	Available
Phone	Billing only	Available	Available
Google Meet	Verification Only	Available	Available
Available Services
Admin Support	Not Available	Available	Available
Regular Meetings	Not Available	Partially Available	Available
Escalation assistance	Not Available	Available	Available
End User Support	Not Available	Not Available	Available
End User Training	Not Available	Not Available	Available

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