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Webtrends offers both essential and premium care response options to fit your needs.

	Essential Care Response (included)	Premium Care Response (optional)	Contact Method
#### System Down System is inoperable. Data is lost.	2 hours During business hours	1 hour Monday through Friday during business hours and includes weekends and holidays	Phone
#### Critical Business outage or significant impact threatening future productivity. Very difficult to work around. System is unstable.	3 hours During business hours	1 hour Monday through Friday during business hours and includes weekends and holidays	Phone
#### Work-Around Problem impact is high. Business is proceeding, but in an impaired fashion. Workarounds are available.	3 hours By phone 48 hours By email During business hours	1 hour By phone 48 hours By email During business hours	Phone/ Email
#### Minor Issues Issue does not have significant business impact. Examples: product enhancements, usage questions, cosmetic problems.	3 hours By phone 48 hours By email During business hours	1 hour By phone 48 hours By email During business hours	Phone/ Email

Please contact your Webtrends account manager for details on upgrading to Premium Care. Or reach out at:

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