What is included in this package?
Support does not include
Severity 1 & 2* initial response goals: 4 business hours
Free Major Version Upgrades: Yes (New software versions) when they are released within the time of your agreement.
Access to patch releases and bug fixes: Yes
* Severity One (Urgent) A severity one (1) issue is a production problem which may severely impact the client’s production SharePoint environment or ACAR products, systems are down and no procedural work around exists.