_{1. Standard Support: Included at no extra cost when purchasing our products. Subscript}

Standard Technical Support: All Standard Support tickets are sent to a support queue, and tickets are automatically assigned  to a Technical Support Engineer based on priority and arrival time into the queue. Standard hours of operations and initial  response times by priority are as outlined below. 

^{Additional features exclusively for Premium Support Customers are:} 

2. Premium Support: Available at an additional cost to the Standard Support offering.

Additional features exclusively for Premium Support Customers are: 

• Premium Technical Support: All Premium Support tickets will be sent to a separate specialized support queue  monitored by a Support Manager that will triage each ticket and ensure the best skilled technical resource is  assigned to address the nature and severity of the support ticket. The Premium Support also offers expanded hours  of operations and enhanced initial response times for support tickets as outlined below. 
• Professional Services: Five (5) Professional Services hours will be made available to Premium Support customers that can be used for any Professional Service offerings at the customer’s discretion at no additional cost during the subscription year.
• Customized Training: Training will include a 1 day live remote training session for a maximum of 10 students at no additional cost for Premium Support customers. When requested by the customer, an Exterro Training Professional will engage, evaluate and discuss any training needs directly with the customer and customize training to fit the needs of the customer.
• Customer Success Management: A Customer Success Manager will offer additional proactive services to ensure strategic alignment. These services include.
  1. Fully customized strategic business reviews  
  2. Quarterly or monthly review with a Customer Success Manager and Customer Product Owner 
  3.  Yearly roadmap review with Product Leadership 
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