# How Can We Help?
## Support Packages
Webtrends offers both essential and premium care response options to fit your needs.
#### (To view table, swipe right)
| | 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:
[sales@webtrends.com](mailto:sales@webtrends.com)
## Support Options
#### Support Portal
Open Support Case
Review Existing Cases
#### Knowledge Base
Best Practices | Known Issues
Work-Arounds
#### Tutorials
Learn about Webtrends Analytics
with helpful training videos
#### Help Center
Support options, documentation,
release notes, and more
# Webtrends Analytics
Join our clients on the path towards success with the preferred analytics industry solution.
[Schedule Demo](/content/get-demo/ "Schedule Demo"/index.html)