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