Self Support Standard ? Priority ?
Scope of Coverage    ? Maintenance Maintenance and Support Maintenance and Support
Delivered ? Updates via Customer Center Updates via Customer Center and Patches Updates via Customer Center and Patches
Support Hours ? N/A 12x5 24x7
Support Access Methods ? N/A Web, Email, Chat and Phone Web, Email, Chat and Phone
Support Response Time   ? N/A 4 hours 1 hour for Severity 1
4 hours for all others
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