Hi everyone - curious whether any has experience going from Premium Support to Basic Support - or vice versa - and has any feedback to share. For budgetary reasons we're considering dropping Premium and are wondering what how response time differs. Our use of Support has not been for P1 issues but those and we have rarely, if ever, phoned Support. But we're not sure what difference in response time or knowledge and persistence to expect. Thanks!

My understanding of basic support is that there are some things that they will just not help you with. I always feel like its better to spend the money and have it as a tool than not and then need it personally.

From my experience if you’re mainly submitting lower-priority cases and not relying on phone support or 24/7 coverage, Basic can be sufficient but response times are noticeably slower, especially for P2 and below.

I would say that almost every case we've entered is P2 or below, other than those that are part of system wide issues. We may be able to live with slower response times "if" they still work the cases. Thanks.

P2 cases are mostly being worked on 1-3 BD if the case you submitted causes delay in operations better submit a constant follow up they usually respond to that other than that I think it can be sufficient for that type of support

Thanks!