| Description | Free | Developer | Essential | Advanced | Premium |
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| Self-serve | For developers on the Platform Base Plan | For business | For business | For business | |
| Monthly Fee Charged at greater of minimum monthly fee or 9% of license fees (excludes Developer). |
$45/mo | Greater of 9% or $450/mo |
Greater of 9% or $2,000/mo | Request quote | |
| Documentation & community support Access to online documentation, tutorials, knowledge base and communities. |
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| System health status1 Access to status page 24x7 |
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Proactive alerts |
Proactive alerts |
Proactive alerts |
Proactive alerts |
| Customer support portal
Access to HERE online support portal / ticketing system to create and manage tickets. |
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| Technical support for multiple users
Access to support channels for multiple named contacts as designated by customer. |
1 user |
5 users |
10 users |
Unlimited users |
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| Response times HERE technical support team will respond to customers' request within the corresponded targets. Response in English. |
72 hours2 |
12 hours |
6 hours |
4 hours |
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| Technical support hours / coverage Standard business-hour support: Monday - Friday, 8:00am - 5:00pm customer local time. Excludes regional holidays. 24x5 support for Advanced and Premium customers. |
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24x5 support |
24x5 support |
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| Technical support in local language Local languages to the extent available in regions. |
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| Authorized technical contact Access to an authorized technical contact who is familiar with customer organization and provides escalation management and customer advocacy. |
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| Quarterly reviews Support services review online meeting and / or as part of QBRs. |
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| Incident management1 Acknowledgement and resolution of incident reports within targets, depending on priority. Support is available in English, 24x7x365. |
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| Service reports1 A monthly report for the services covered under the SLA. |
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Custom |
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| Service credits1 Eligibility to claim services credits in the event that service availability targets for applicable products are not met, and the customer meets obligations. |
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| Escalation support1 Access to phone and email escalation support when response times have been exceeded. |
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| Root cause analysis1 Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request. |
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| Add-on services: Orientation Contact HERE Sales team for more information |
3 days / term |
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| Add-on services: User Testing Contact HERE Sales team for more information |
5 days / term |
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| Add-on services: Advisory Contact HERE Sales team for more information |
5 days / term |
1 Applies to HERE platform. HERE platform includes HERE Location Services, HERE Data Services, HERE Pipelines, and HERE SDKs. See applicable HERE SLAs.
2 Applies only to first 5 tickets per month