Suporte Avançado (ADVANCED)
Suporte aprimorado no horário comercial com tempos de resposta melhorados
Advanced Support layers response speed and proactive services on top of Standard: a 30-minute first response on S1 critical issues, direct phone engineer access during business hours, 6 hours of annual remote assistance, and one annual comprehensive health and security audit.
It's designed for teams running active production environments — including customer-facing applications — that don't yet need 24/7 coverage. Without going to the top tier on SLA, it creates a marked service-quality gap above Standard.
Por que escolher Advanced Support?
Advanced Support keeps the core capabilities of Standard but accelerates response times by up to 2×, and adds phone access, an annual health audit, and remote assistance hours. It's designed for teams where Premium / Elite isn't required yet but Standard is becoming insufficient.
30-Minute First Response
On S1 critical issues, a 30-minute first response (vs. Standard's 60) and 60-minute technical engagement. When production pressure hits, the wait window is cut in half.
Phone Engineer Access (Business Hours)
On top of the web portal and email, a direct engineer phone line during business hours. The practical way to resolve complex topics without losing them in a written request chain.
Annual Comprehensive Health Audit
Once a year, system performance, security posture, configuration drift, and capacity trends are reviewed. Findings arrive as an actionable recommendation report to your team.
6 Hours of Annual Remote Assistance, Included
Remote technical assistance — not in the Standard scope — comes with Advanced: a yearly 6-hour block for engineers to connect to your system for configuration, tuning, and issue resolution.
Committed Response Times — Accelerated Over Standard
How quickly each issue type will be answered is defined. The table below contains the response times Advanced commits to within business hours, along with operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 30 min | 60 min |
| S2 — High priority | 60 min | 240 min |
| S3 — Medium priority | 240 min | 480 min |
| S4 — Low priority | 480 min | 960 min |
Operational quality indicators
Response times apply within business hours (Mon–Fri, 08:00–18:00). Off-hours, weekends, and public holidays are out of scope. For 24/7 access or a shorter SLA, choose Premium or Elite.
What's Inside Advanced Support — and What Isn't?
Which channels you reach us on, what request types are handled, which proactive deliverables are included — the operational side of Advanced, drawn in clear lines.
Access channels
- Web support portal (request, file upload, screen recording)
- Email support address
- Phone engineer access (business hours, 6 hours annually)
- Knowledge base and documentation (always open)
Availability
- Monday–Friday, 08:00–18:00
- Weekends and public holidays out of scope
- Post-holiday request queue is processed in order
Request types covered
- Production incidents (S1–S4, all priorities)
- Configuration and setup questions
- Basic performance advisory
- No item limit — no quota counted
Escalation path
- Support request → support engineer → senior engineer → product team
- Complex requests routed to product engineering
- Every step kept under audit record
Proactive deliverables
- One annual comprehensive health and security audit
- 6 hours of annual remote technical assistance, included
- Actionable recommendation report
NOT included in Advanced
- 7/24 emergency line (Premium / Elite)
- Dedicated Technical Account Manager (TAM) (Premium / Elite)
- Semi-annual or quarterly health audit (Premium / Elite)
- Off-hours / weekend access (Premium extended / Elite 7/24)
- Full optimization advisory (Premium / Elite)
Onsite engineer visits, additional remote assistance hours, and accelerated hardware replacement (RMA) — these three are available as add-on services across every support tier.
Quem precisa de Advanced Support?
Advanced Support is designed for teams running active production environments without 24/7 availability needs, looking for guaranteed faster response during business hours.
Business-hour customer-facing production
Customer portals, B2B applications, and internal tool layers used during working hours. Weekend / overnight traffic is low.
Mid-sized enterprise infrastructure
Growing user counts and multi-application portfolios — teams where overnight criticality hasn't yet moved to Premium / Elite.
Upgrading from Standard
Teams where Standard is becoming insufficient — looking for in-hours phone access and an annual health audit.
Teams wanting proactive visibility
Organizations that want an annual independent assessment of the system from capacity and security angles.
Services You Can Layer on Top of Advanced Support
The Advanced scope may not cover every scenario. Onsite engineer, additional remote assistance hours, and accelerated hardware replacement (RMA) are optional services licensed separately to your needs.
Onsite Support
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Remote Connection Hours
Pre-purchased remote assistance blocks added on top of the 6 hours included with Advanced: 1, 10, 20, 40, and 80 hour options.
Hardware Replacement (RMA)
RMA speed options: standard, priority (1 week), express (next business day), critical (same-day shipping), or onsite (4-hour onsite at Tier-1 locations).
Add-on services are licensed separately. They can be layered on top of your Advanced package and renew along with the contract term.
Confiável por Líderes da Indústria
Feedback real de clientes sobre a qualidade do suporte técnico TR7
"A equipe de suporte técnico é altamente responsiva e prestativa. Usamos extensivamente e tivemos uma experiência muito positiva."
"A equipe de suporte é responsiva e prestativa, garantindo que quaisquer problemas sejam resolvidos rapidamente. Este nível de serviço é crucial para manter o tempo de atividade."
"O suporte deles é muito bom para nós. Podemos dizer que somos bons parceiros."
"A equipe de suporte técnico e desenvolvimento responde efetivamente a problemas e solicitações de recursos."
Pronto para Advanced Support?
In the demo session let's walk through your current support model. Based on your production environment and operational expectations, we'll clarify the impact of moving from Standard to Advanced — or whether Premium / Elite is needed.