Purchasing a GLPI Network Subscription or Cloud instance includes "Level 3" support — a process for fixing bugs and visibility into the product roadmap. Partners like Synapse Software fill in Level 1 (quick response) and Level 2 (further investigation) support.
The main distinction between our support packages is how available our support team is:
Our Silver support tier provides support during business hours (9am – 5pm) for a single US time zone, and does not include weekends or common US holidays.
Our Gold support tier provides support during business hours (9am – 5pm) across all US time zones, including weekends.
Our Platinum support tier provides 24-hour support coverage year-round, including weekends and holidays.
Synapse Software