Support

R3 Labs offer two support plans for Ernest:

	Standard	Premium
Contract Type	Annual subscription	Annual subscription
Access to a technical support website	●	●
Maintenance and upgrades	●	●
Web support (email/chat) during standard business hours (9:00AM – 5:00 PM CET)	●	●
Maximum number of designated contacts	1	3
Feature priorities		●
Prioritized issue resolution		●
Response time on non-critical issues	Best effort	Within 8 business hours
Response time on critical issues**	Within 8 business hours	Within 4 hours
Pricing	Contact us	Contact us

**A ‘Critical Issue’ is defined as a system down that impacts your use of Ernest in a production environment. There is no viable workaround, and business is severely impacted.