What is the difference between premium support and standard support for an on-premise customer?

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My client/partner is running Pega Applications for their customers on their own managed cloud (on premise). They want to know what the difference is between premium support and standard support for on-premise clients. In particular they need to know the difference for Severity 1 incidents and the difference in costs.

The answer on a similar question, see What is the difference between premium and standard maintenance support? | Support Center, was not helpful.

I’m trying to find out what contract they are on currently but have not found a person in TSI yet that knows.

thanks

Jay

2

@SCHEJ There is no distinction for SLAs with respect to premium or standard support, in fact that term does not exist anymore.

The reason the term is included in the table is to make sure that there is no material detriment for existing contracts that use the term.

We will modify the table in the Support@Pega Client Handbook to refer instead to “Includes Premium Support” instead of the sole reference to premium support.

cc @NareshCS