Compare Vignette Support Levels
| Support Level | Basic (Limited) | Extended (Standard) | Enterprise (Premium) |
| Management Escalation | Business hours | Business hours | 24x7 |
| Technical Escalation | Business hours | 24x7 for critical issues | 24x7 for critical & major issues |
| Knowledge Base | X | X | X |
| VGM | X | X | X |
| Code Samples | X | X | X |
| Named Contacts | 4 | 6 | 8 |
| Telephone Support (VOLSS) | X | X | X |
| E-mail Notification Services | X | X | X |
| Software Upgrades, Updates and Patch Releases | X | X | X |
| Technical Documents and Whitepapers | X | X | X |
| Case Reporting | X | X | X |
| Go-Live Assistance (Scheduled) | Business hours | 24x7 | 24x7 |
| Upgrade Support (Scheduled) | Business hours | 24x7 | 24x7 |
| Remote Accessibility | X | X | |
| 24x7 Critical Issues | X | X | |
| 24x7 Major Issues | X | ||
| Account Reporting | X | ||
| Technical Advocacy* | X | ||
| Vignette Account Manager* | X |
*Fee-based option that may be added onto Enterprise level support