Support and Maintenance Programs Comparison Matrix

The following table illustrates the features available for each of the product Support and Maintenance programs described (Standard or Silver). It allows an easy comparison of the programs enabling you to choose the correct program for your system needs.

Feature Description

Standard

Silver

Web-based Support System

Technical Assistance

Knowledge Base

Cover Time

8x5

12x5

Update Center for Maintenance Releases and Product Patches

 

 

Minor Releases

Service Level Establishment

Problem Escalation

Problem Report Acknowledgement and Response Times

Continuous 8x5 Effort of High Severity Issues

On-site Assistance

-