Technical Support

Sunrise offers three tiers of support services: Basic, Advanced, and Premium. These plans provide different levels of coverage, response times, and service features. Customers select a support plan in their Order Form, which governs the level of support provided.

Support Plans & Response Times

Basic Support: Provides essential coverage, including access to the support portal, email assistance, and response within extended business hours. Suitable for non-critical workloads or evaluation purposes.
Advanced Support: Adds faster response times, access via Teams, and higher priority ticket handling. Recommended for production workloads requiring timely support and periodic assistance.
Premium Support: Provides the highest level of responsiveness, 24x7 availability, rapid response commitments, proactive monitoring, and access to a Technical Account Manager. Designed for mission-critical enterprise deployments requiring guaranteed coverage.

Plan	Coverage Summary	Support Channels	Availability	Recommended For	Initial Response Time (IRT)	Ticket Qualification (QT)	Update Frequency (UFT)
Basic	Essential coverage and standard responsiveness within extended business hours.	Support portal, Email	Business hours (extended)	Non-critical workloads, evaluations, pilots	Within 8 business hours	Within 1 business day	Weekly
Advanced	Faster response times with higher ticket priority.	Support portal, Email, Microsoft Teams	Business hours + priority	Production workloads needing timely help and periodic assistance	Within 4 business hours	Within same business day	Every 48 hours
Premium	Highest responsiveness with proactive monitoring and a Technical Account Manager.	Portal, Email, Teams, TAM access	24×7	Mission-critical enterprise deployments requiring guaranteed coverage	Within 1 hour (24×7)	Immediate	Every 12 hours

Response Time Commitments

The table below consolidates Sunrise commitments (based on internal SLA and aligned with TogetherAI-style practices). It includes Initial Response Time (IRT), Ticket Qualification (QT), and Update Frequency Time (UFT).

Severity Level	Description	Basic	Advanced	Premium
Severity 1 – Critical	Outage impacting entire customer population	IRT: 24h \| QT: +24h \| UFT: +24h	IRT: 1h \| QT: +8h \| UFT: +8h	IRT: 30m \| QT: +4h \| UFT: +4h
Severity 2 – High	Significant functionality impaired; workaround available	IRT: 48h \| QT: +48h \| UFT: +48h	IRT: 4h \| QT: +12h \| UFT: +30h	IRT: 2h \| QT: +7h \| UFT: +20h
Severity 3 – Medium	Minor functionality issues, not business critical	IRT: 96h	IRT: 72h	IRT: 48h
Severity 4 – Low	General questions, cosmetic issues, documentation requests	IRT: 144h	IRT: 120h	IRT: 96h

Feature Comparison by Plan

Beyond response times, each plan includes additional features as summarized below.

Feature	Basic	Advanced	Premium
Communication Channels	Support Platform	Support Platform, Teams	Support Platform, Teams, Email
Training / Services (1-year commit)	No	No	20 hours total
Priority Queueing	No	No	Yes
Technical Account Manager	No	No	Yes
API Credits	Standard SLA	Standard SLA	Standard SLA
Proactive Monitoring & Escalation	No	No	Yes
Customer Reporting Tools (uptime dashboards, SLA reports)	Yes	Yes	Yes
Dedicated Support Engineer¹	No	No	Yes
Global Coverage (24×7)¹	No	No	Yes

¹ Enterprise accounts only

Need Help Now?

If you encounter any issues or have any questions, our technical support team is here to assist you. You can reach out to us anytime by following the link below:
https://phoenixsystems.atlassian.net/servicedesk/customer/portals

We're always ready to help!