Twenty (20) hours of Enterprise Grade Support for any Open Source product that we support. Support is provided Monday thru Friday from 9am to 8pm ET. The response time will vary between 60 minutes to 90 minutes. If you need immediate support please add the “Immediate Support” item to your cart after add this item to your cart. This will give you a guaranteed response time of 5 minutes. This is typically used when a production system is down.