Schedule A defines the operating scope for Enterprise Basic, Enterprise Plus, and Success Hours when selected in an order.
Document precedence: The linked controlled schedule and the applicable order determine support coverage and service levels. This page is an evaluation index.
Covered products and environments
The order identifies the supported products, production environments, customer organizations, and named contacts. Work outside that boundary is handled separately.
Support channels and operating windows
The controlled schedule defines eligible requestors, support channels, service windows, holidays, languages, and the clock used for response measurement.
Severity and response targets
Issues are prioritized by production impact and available workaround. The selected plan determines response targets and escalation handling; response is not the same as resolution.
Enterprise Basic and Plus
The plans define different levels of response, coordination, review cadence, and named support engagement. The applicable order identifies the purchased level.
Success Hours
Success Hours may be used for eligible advisory, configuration, enablement, or technical work under the consumption and scheduling rules in the controlled schedule.
Customer responsibilities and exclusions
Customers maintain administrators, supported versions, access, reproducible information, and appropriate backups. Third-party outages, unsupported changes, general training, and project work may be excluded unless expressly included.