Plum provides service and support agreements for all system components provided by Plum: firmware and software. Service Level Agreements typically do not cover service and support for application development conducted by the customer. Plum offers customers the options of purchasing gold or silver SLA’s. The Gold SLA offers customers the following: software/firmware updates provided via network connections or modem, unlimited remote system monitoring 24 X 7 if network access allowed, crisis support provided 24 X 7, non-critical telephony support provided 5 X 8, and all incidents handled as Level 1 incidents or below. Level 1 incidents are classified as events causing failure of critical business functions. The Silver SLA offers customer’s unlimited email or callback support provided 5 X 12. Live telephone support is available 5 X 8, and all incidents are handled as Level 2 incidents or below, as appropriate. Level 2 incidents are classified as events causing service degradation, but business functions are not significantly degraded. Users with business critical IVR system may choose to get gold level SLA’s in place, while users deploying IVR systems that are not necessarily business critical may opt for silver. The Gold SLA offers the highest level of protection, ensuring customers that in the event of a problem or outage, they will receive constant attention and customer support.