The following table illustrates the features available for each of the Support and Maintenance programs described (Standard, Silver, and Gold only). It allows an easy comparison of the programs, to allow you to choose the correct program for your system needs.
|
Feature Description |
Standard |
Silver |
Gold |
|
Web-based Support System |
ü |
ü |
ü |
|
Technical Assistance |
ü |
ü |
ü |
|
Knowledge Base |
ü |
ü |
ü |
|
Cover Time |
8x5 |
12x5 |
24x7 |
|
Update Center for Maintenance Releases and Product Patches |
ü |
ü |
ü |
|
Minor Releases |
ü |
ü |
ü |
|
Major Releases at 20% License List Price |
ü |
ü |
ü |
|
Service Level Establishment |
ü |
ü |
ü |
|
Problem Escalation |
ü |
ü |
- |
|
Automatic Problem Escalation |
- |
- |
ü |
|
Technical Account Manager |
ü |
ü |
ü |
|
Problem Report Acknowledgement and Response Times |
ü |
ü |
- |
|
Premium Response Times |
- |
- |
ü |
|
Continuous 8x5 Effort of High Severity Issues |
ü |
ü |
|
|
Continuous 24x7 Effort on High Severity Issues |
- |
- |
ü |
|
On-site Assistance |
- |
ü |
ü |