TrapX offers a full range of features and benefits depending on the service level you choose.
Use the table below to find the program that best meets your business needs.
|Basic SLA||Mon-Fri 9am-5pm (excluding holidays)||7 x 24 x 365||7 x 24 x 365|
|Unlimited Service Requests and Case Management||Yes||Yes||Yes|
|Web and Phone Support with Remote Desktop||Email and web only||Email, web, and phone with remote desktop||Email, web, and phone with remote desktop|
|Response time to Severity 1 Tickets||Same business day||2 hours||2 hours|
|Response time to Severity 2 Tickets||2 business days||4 hours||4 hours|
|Response time to Severity 3 and 4 Tickets||3 business days||2 business days||2 business days|
|Latest Hot Fixes and Service Packs||Yes||Yes||Yes|
|Major Upgrades and Enhancements||Yes||Yes||Yes|
|Access to Online Support Knowledge||Basic||Advanced||Advanced|
|Dedicated Global Account Manager||Yes||Yes|
|Proactive Health Check and Alerts||Yes||Yes|
|Technical Account Manager||Yes|
|TrapX SDK \API||Yes|