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.