# Support Plans & SLAs

Welkin Health offers two support tiers – **Standard** and **Enterprise**. Your plan is defined in your contract and determines response time SLAs and included services.

***

## Support Plans

| Feature                               | Standard | Enterprise |
| ------------------------------------- | -------- | ---------- |
| Support tickets via JSM               | ✓        | ✓          |
| Work requests & configuration changes | ✓        | ✓          |
| Dedicated Customer Success Manager    | –        | ✓          |
| Priority response times               | –        | ✓          |

Refer to your contract for the complete list of SLAs and covered services.

***

## Response Time SLAs

Tickets are prioritized by severity. Response times vary by support plan.

| Priority      | Description                           | Standard        | Enterprise      |
| ------------- | ------------------------------------- | --------------- | --------------- |
| P1 – Critical | Production down, patient care blocked | 4 hours         | 1 hour          |
| P2 – High     | Major feature impaired, no workaround | 8 hours         | 4 hours         |
| P3 – Medium   | Feature impaired, workaround exists   | 2 business days | 1 business day  |
| P4 – Low      | General question, cosmetic issue      | 5 business days | 3 business days |

***

## Jira Service Management (JSM)

All support requests are submitted through **Jira Service Management (JSM)**. JSM is the single portal for:

* Support tickets (technical issues and bugs)
* Work requests (licenses, provisioning, configuration)
* Tracking the status of open requests

### Getting access to JSM

If your team members need JSM access, contact your **Customer Success Manager**. Once provisioned, users can log in with their organization credentials and submit or view requests.

***

## Your Customer Success Manager

Your CSM is your primary point of contact for:

* Strategic guidance and platform adoption
* Escalating urgent or unresolved issues
* Submitting work requests on your behalf
* Feature request prioritization discussions

Not sure who your CSM is? Contact <support@welkinhealth.com>.

***

## Related

* [Submit a Support Ticket](/support/submit-a-request/support-tickets.md)
* [Work Requests & Licenses](/support/submit-a-request/jsm-work-requests.md)
* [Product Feature Requests](/support/submit-a-request/product-feature-request.md)


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