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Service Level Comparisons

Component Gold Platinum (250+ Users) CSM – Lite (Platinum only) CSM (Platinum only) Resident Engineer
Global Support Center Access 24x7x365 24x7x365 Platinum +
Designated SME during Business Hours
Platinum +
Designated SME during Business Hours
Platinum +
Dedicated SME during Business Hours
Targeted Response Times (Priority 1/2/3) Platinum +
Designated SME during Business Hours
Platinum +
Designated SME during Business Hours
Platinum +
Dedicated SME during Business Hours
- Priority 1 30 Minutes 15 Minutes Platinum +
Designated SME during Business Hours
Platinum +
Designated SME during Business Hours
Platinum +
Dedicated SME during Business Hours
- Priority 2 1 Hour 1 Hour Platinum +
Designated SME during Business Hours
Platinum +
Designated SME during Business Hours
Platinum +
Dedicated SME during Business Hours
- Priority 3 8 Hours 4 Hours Platinum +
Designated SME during Business Hours
Platinum +
Designated SME during Business Hours
Platinum +
Dedicated SME during Business Hours
Online Knowledge Base / Documentations / Forums
Online Portal Access
Proactive Customer Success Services L1 CSA Pool L1/L2 CSA Pool L2/L3 Designated CSM L3 Designated CSM L3 Designated CSM
On-demand Onboarding Assistance for PZTA
Usage Analysis and Adoption Reports for PZTA
Maintenance Window Coverage
In-depth Root Cause Analysis
Software Releases & Updates
Support Notifications
Escalate Now
Quarterly and Annual Business Reviews
Skip Tier Support (Expert to Expert)
Pro-active Onboarding Assistance for PZTA
Customized Webinars and Training Sessions for PZTA
Product Issues Impact Review Optional Add-on
Skip-Tier Escalation
Remote Operational Review
Onsite Operational Review
Provide Service Support Plan
Active Tracking of Service Deliverables
US Citizen Support Optional Add-on Optional Add-on Optional Add-on Optional Add-on
Designated Customer Success Manager Optional Add-on N/A
Dedicated Resident Engineer Optional Add-on N/A N/A
Deployment Support Account Manager Optional Add-on Optional Add-on Optional Add-on Optional Add-on
Customized Professional Services Optional Add-on Optional Add-on Optional Add-on Optional Add-on Optional Add-on

Hardware Replacement Options

Return to Factory Same Day Same Day Onsite Tech Next Day Next Day Onsite Tech
Advanced Replacement
Pulse Secure Pays Shipping costs
10 days to return defective parts
Next Business Day Delivery
Same Day Delivery
Onsite Technician

Service Level Agreement (SLA):

Same Day: 4 hours parts delivery - 7 days a week 24/7 (Including Holidays)

Next Business Day (NBD): 5 days a week, 9 hours a day parts delivery. Replacement parts order must be processed no later than 2PM at the destination local time zone. Local Holidays are excluded and replacement parts will be scheduled to arrive the next Business day after the Holiday

Same Day Onsite Technician: 4 hours part delivery with on site technician

Next Day Onsite Technician: 5 days a week, 9 hours a day parts delivery. RMA order must be processed no later than 2PM at the destination local timezone

Note: These SLAs are based on shipping addresses that match the Installed At address in your Pulse Secure support contract.