A Customer Success Subscription is included as a part of a Kasm Cloud Business SaaS (Subscription based upon SaaS type) or available as an add-on component for a self-managed Kasm Server deployment (Cost is based on a percentage of your software license).
| Community | Standard | Premium | Enterprise | |
|---|---|---|---|---|
| Cloud Business SaaS Tier | - | Standard SaaS | High Assurance SaaS | Enterprise SaaS |
| Self-Managed Server Add-On (% of License Cost) | N/A | 20% | 40% | Custom |
The Customer Success Subscriptions define the customer support service level agreement (SLA) response times and define which of the customer service components are included with your software licenses.
| Community | Standard | Premium | Enterprise | |
|---|---|---|---|---|
| Response Time (SLA)* | N/A | Next-Day | Same-Day | 1-hour |
| Software Updates, Patches & Feature Updates |  | | | |
| Knowledge Base | | | | |
| KasmGPT Servicebot | | | | |
| Admin & Configuration Videos | | | | |
| Community Issue Board | | | | |
| Support Portal & Tickets (M-F 8 AM to 5 PM EST) | - | | | |
| Cybersecurity & Compliance Guidance | - | - | | |
| Direct Phone Support During Business Hours | - | - | | |
| Use-Case Specific Technical Guidance | - | - | | |
| Hands-On Response & Project Personnel | - | - | - | |
*Response Time Notes: For support requests submitted during Standard Support Hours (Monday - Friday - 8 AM to 5 PM Eastern) Next-Day is within the next calendar business day, Same-Day is within the same business day (Unless within the last 2 hours of the working day, which would then be within the first 4 hours of the next business day) and 1-hour is within 1 hour during Standard Support Hours and 4 hours outside of Standard Support Hours.
