Support

Provisionr offers support plans to help you get the most out of your access control solution. Learn about our support options, response times, and how to get help when you need it.

Support Plans

We provide the same quality of support to all customers regardless of plan. Our Priority Support plan offers faster response times for incidents and support tickets that is designed for organizations that need committed SLAs from their vendors.

You may also be interested in how to get help when you need it and how we handle incidents to minimize the impact on your business.

All times are in US Central Time (CDT/UTC-5). Business hours are Monday through Friday, 9:00am to 5:00pm except for holidays. Incident response times are maintained for holidays, however support ticket responses will resume on the next business day.

Category	Time Period	Standard Support	Priority Support
Price		Included (Free)	$500/mo or $5,000/yr
Commitment		Best Effort Average Times Shown	Service Level Agreement $100 Credit per Breach
Outage	Business Hours	<1 Hour	<1 Hour
Outage	After Hours 24x7	By 9:30am NBD	8 Hours (or by 9:30am NBD)
Incident	Business Hours	<6 Hours	<2 Hours
Incident	Weeknight Mon 5pm to Fri 9am	By 1:00pm NBD	8 Hours After Hours (or by 11:00am NBD)
Incident	Weekend Fri 5pm to Mon 9am	By 1:00pm NBD	12 Hours After Hours (or by 11:00am NBD)
Ticket	Business Hours	Same/Next Business Day	<4 Business Hours
Ticket	After Hours	Next 2 Business Days	By 1:00pm NBD
Slack Community		Best Effort	Best Effort

Need 24x7 support and custom response SLAs? Contact [e-mail] to discuss your requirements for Enterprise Support starting at $20,000+/yr.

Support Concepts

• Ticket Getting Help - Get help from our support team via email or Slack community.
• Freeze Blue Alert - Potentially serious issue that requires freezing your workspace in a read-only “safe mode” to mitigate the problem. The Provisionr support team is not involved. If you find an issue that you need help with, you can escalate it to a Yellow alert.
• Incident Yellow Alert - Serious issue impacting your workspace that requires freezing your workspace in a read-only “safe mode” to mitigate the problem and support assistance from the Provisionr Support and Platform Infrastructure teams.
• Outage Red Alert - Critical outage impacting all customers. We have monitoring alerts set up 24/7 for critical incidents that impact all customers.
• Next Business Day (NBD) means that if you submit a support ticket or declare an incident outside of business hours, we will respond by the specified time on the next business day. For example, if you submit a support ticket on Friday at 6:00pm, we will respond by 1:00pm on Monday for Priority Support and by the end of the day on Tuesday for Standard Support.
• Request submitted later in the day? We will usually try to make contact with you before the end of the business day. If we are unable to reach you, we will follow up first thing the next business day unless an SLA applies.
• After Hours to Business Hours SLA Transition: If a yellow alert is declared outside of business hours, the business hour SLA applies starting at 9:00am. If the after hours SLA expiration time is before the business hours applies, it will be used, otherwise we will switch to the business hours SLA.

Service Level Agreement

Standard Support is provided as a best effort and does not include any SLA guarantees or credits for breaches. If you need guaranteed response times, please consider upgrading to our Priority Support plan.

Our Service Level Agreements (SLAs) are for response time and priority of handling support requests, not resolution time.

We will acknowledge receipt of your inquiry and provide an estimated time for resolution within the specified response times for each support plan.

The actual time to resolve an issue may vary based on the complexity of the issue and the priority of case handling based on the support plan you have.

Breach Credit: If we fail to meet the response time SLA for an incident or ticket, you will receive a $100 credit on your next invoice for each incident or ticket that breaches the SLA, up to a maximum of $500 per month (100% refund for the cost of priority support). Credits are applied automatically and will be reflected on your next invoice.

Advisor Services

Don’t need a full Professional Services engagement, but you’d like a Provisionr expert to provide proactive recommendations for optimizing your policies, configurations, and use of new features? Our Advisor Services are designed for you.

Please email [e-mail] for more information about our Advisor Services and how it can help your organization get the most value out of Provisionr.

On-Demand Engagement

$1,000

A one time engagement includes a review of your policies and configurations with recommendations for optimization, or help with an upcoming audit. This is ideal for customers who have a specific need or project in mind and do not require ongoing support throughout the year.

If you are used to handling SaaS implementations on your own and just want some expert advice to get you unstuck or point you in the right direction, this is a great option for you.

Typical engagements include a 30 minute consultation to understand your needs with one or more of the Provisionr leadership team members (CEO, CPO/CTO, CCO, COO), followed by 30 minutes of research time using our analysis framework, a 60-90 minute review and recommendations session, and a 30 minute follow up session to answer any questions you have after implementing the recommendations. You can use the time however you see fit based on our consultation discussion.

On-demand engagements include 3 hours of your advisor’s time. Additional hours are billed at $300/hr, up to a maximum of 10 hours before we recommend an annual engagement or Professional Services engagement.

The sessions can be scheduled at your convenience and do not have to be used all at once. You can use the engagement hours within a 90 day period from the date of purchase.

Annual Engagement

$10,000/yr

An annual plan includes a dedicated account manager, quarterly business reviews, proactive recommendations for optimizing your policies, configurations, and use of new features, and audit and compliance support for your internal or external audits.

Most customers find that an annual engagement is valuable since it allows for ongoing support and proactive recommendations as your use of Provisionr evolves.

Our QBRs consume approximately $4,000 and are designed to be collaborative working sessions where we review your use of Provisionr, discuss any challenges or questions you have, and provide recommendations for how to get more value out of the product. We also use this time to share our product roadmap and get your feedback on what features or improvements you would like to see.

You can use the rest of the time for ad hoc consultations throughout the year whenever you have questions or need help with anything related to your workspace. This is a great option for customers who want ongoing support and a proactive partner to help them get the most out of Provisionr.

We can schedule an ad-hoc or bespoke training session for your team that consumes $2,000 of your annual engagement hours and is a great way to onboard new team members or get help with a specific project or initiative. We can tailor the training session to your specific needs and goals.

Our support team is always available to help with any questions or issues that arise, but having a dedicated account manager ensures that you have a direct line to someone who knows your workspace and can provide personalized support and recommendations.

Professional Services

Our support plans cover ensuring that the product is working properly and helping you with any issues that arise, but we do not provide implementation services or help with your business logic.

If you need help with your implementation, comprehensive training for your team, or ongoing implementation and business logic support, we have a network of trusted partners that can provide professional services for your Provisionr workspace.

If you need less than 10 hours of help, our Advisor Services are a great option for you to get expert advice and recommendations without the need for a full Professional Services engagement.

For more extensive needs, our Professional Services partners can provide implementation, training, and ongoing support for your Provisionr workspace. They have deep expertise in the product and can help you with everything from initial setup and configuration to complex use cases and custom integrations.

Please email [e-mail] for more information.

Data Access and Confidentiality

We take data confidentiality seriously and have strict policies and procedures in place to protect your data.

Support Team Access

Our Support team can only access your workspace data when a support ticket is opened or an incident is declared to provide support and troubleshoot issues.

Their access to your workspace is time limited and only for the purpose of resolving the specific issue that you have reported.

They do not have access to your workspace data outside of the support ticket and do not have perpetual access to your workspace.

Infrastructure Platform Team Access

Our Infrastructure Platform team can access your workspace data for the purpose of maintaining and improving our infrastructure, but they are focused on ensuring that the application is operating properly and do not make any changes to your workspace or data, or analyze the business logic that you have implemented.

To avoid any potential conflicts of interest, our Infrastructure Platform team never uses their separate admin accounts for customer-facing support activities, only for incident remediation and infrastructure maintenance.

Your Account Advisor Access

Your named Account Advisor is invited as a normal user to your workspace with global.super.auditor role (or any role that you specify) to have read-only access to your workspace data for the purpose of providing proactive recommendations for optimizing your policies, configurations, and use of new features.

They do not have access to make any changes to your workspace or data.

Professional Services Partner Access

You will invite your Professional Services partner as a normal user to your workspace with the appropriate roles that you specify to have access to your workspace data for the purpose of providing implementation, training, and ongoing support for your Provisionr workspace.