> For the complete documentation index, see [llms.txt](https://incident-tracker.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://incident-tracker.gitbook.io/docs/support/need-help/support-packages.md).

# Support Packages

#### Support Plan Comparison

#### Support Plan Comparison

<table data-header-hidden data-full-width="true"><thead><tr><th></th><th></th><th></th><th></th><th></th></tr></thead><tbody><tr><td><strong>Category</strong></td><td><strong>Feature</strong></td><td><strong>Basic</strong></td><td><strong>Standard</strong></td><td><strong>Premium</strong></td></tr><tr><td><strong>Pricing</strong></td><td>Annual Price</td><td>$0</td><td>$1,200</td><td>$3,600</td></tr><tr><td></td><td>30-Day Trial Support</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td><strong>Access &#x26; Tools</strong></td><td>Web-Based License</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td></td><td>Mobile App Access</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td></td><td>Documentation Guide</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td></td><td>Bug Reporting</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td><strong>Support</strong></td><td>Response Time</td><td>2 Business Days</td><td>1 Business Day</td><td>4 Business Hours</td></tr><tr><td></td><td>Support Channels</td><td>Email Only</td><td>Email + Phone</td><td>Email, Phone, Priority</td></tr><tr><td></td><td>Ticket Tracking</td><td>–</td><td>✓</td><td>✓</td></tr><tr><td></td><td>Dedicated Support Rep</td><td>–</td><td>–</td><td>✓</td></tr><tr><td><strong>Onboarding &#x26; Support Roles</strong></td><td>Setup &#x26; Usage Support</td><td>Self-Service Resources</td><td>Admin Guidance via Email/Phone</td><td>Personalized Support with Option for Full Setup</td></tr><tr><td></td><td>Backend Configuration</td><td>–</td><td>Customer Applies Guidance</td><td>We Can Handle Backend Changes on Request</td></tr><tr><td></td><td>Onboarding Session</td><td>–</td><td>–</td><td>One-on-One Live Session</td></tr><tr><td></td><td>Support Time Expectation (Monthly Avg.)</td><td>Occasional (Up to 1 hr)</td><td>Moderate (Up to 3 hrs)</td><td>High-Touch (Flexible, Up to 6+ hrs)</td></tr><tr><td><strong>Community</strong></td><td>Help Center Access</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td></td><td>Community Forums</td><td>✓</td><td>✓</td><td>✓</td></tr></tbody></table>