The Gold Support and Maintenance Program for our products is a flexible service that builds on the Silver program. It is customizable to meet the customer requirements and offers the following additional features:
- 24x7 Cover
- Automatic Problem Escalation
- Premium Response Times
- Continuous effort 24x7 on high severity issues
This program provides the following additional benefits to customers:
- Round-the-clock coverage
- Fastest resolution of problems - 24x7 engineering for highest severity issues
- Ensures highest levels of availability
- Ensures highest levels of accessibility
- Enhanced Technical Account Manager service with automatic problem escalation
Silver Support Features
- Web-based Support System
- Standard Cover 8 x 5
- Service Level Establishment
- Problem Report Acknowledgment and Response Times
- Problem Escalation
- Technical Account Manager
- Continuous effort 8x5 on high severity issues
- Technical Assistance
- Knowledge Base
- Update Center for download of Maintenance Releases and product patches
- Minor Releases
- Major Releases for 20% of license list price
- Extended Cover - 12x5
- On-site Assistance
This program provides the following benefits to customers:
- Access to a wealth of on-line information
- Downloadable releases and patches
- Status check on problem reports
- Defined Service Levels
- Personalized service from a Technical Account Manager
- Problem report status and regular Technical Account Manager reporting/meetings
- Greater coverage
- On-site visits to assist and expedite diagnosis and resolution of problem reports
More support levels
Standard Support and Maintenance Program
Standard Support offers an annual agreement designed for the developer or end user requiring 8x5 standard assistance.
Find out moreSilver Support and Maintenance Program
Silver Support offers an annual agreement designed for the developer or end user requiring extended cover times and onsite assistance.
Find out more