# 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.<br>
- Advanced Support: Adds faster response times, access via Teams, and higher priority ticket handling. Recommended for production workloads requiring timely support and periodic assistance.<br>
- 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 &#124; QT: +24h &#124; UFT: +24h | IRT: 1h &#124; QT: +8h &#124; UFT: +8h | IRT: 30m &#124; QT: +4h &#124; UFT: +4h |
| *Severity 2 – High*    | Significant functionality impaired; workaround available       | IRT: 48h &#124; QT: +48h &#124; UFT: +48h | IRT: 4h &#124; QT: +12h &#124; UFT: +30h | IRT: 2h &#124; QT: +7h &#124; 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                          |

## Service Availability Credits

Sunrise commits to a minimum uptime percentage of 99.99% for Sunrise Online Services, measured on a 24x7x365 basis, excluding scheduled maintenance agreed in advance ("Service Availability Rate"). If monthly uptime falls below this threshold, the following service credits apply:

| Monthly Uptime Percentage | Service Credit |
|---|---|
| <99.99% | 5% of monthly fee for affected service |
| <98.0% | 10% of monthly fee for affected service |
| <95.0% | 25% of monthly fee for affected service |
| <90.0% | 50% of monthly fee for affected service |

## 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 Engineer*¹              | No                    | No                    | Yes                         |
| *Global Coverage (24×7)*¹                  | No                    | No                    | Yes                         |
  
¹ *Enterprise accounts only*
<br>

## 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://support.ai.sunrise.ch/
<br><br>
We're always ready to help!