Long-term technical-support contracts, pay-as-you-go, incident-based support
Contact usSupport options available for our products are outlined in this Life Cycle and Support Policy. The principles underlying this policy are very simple and have been established to help our customers easily choose those options that best suit their needs.
We’re able to get you up and running quickly with a solution designed to meet your needs. True to our reputation for making work easy, our solutions can always be adapted to address your future needs, from regulatory changes to global expansion, increased management needs, and more robust capabilities.
Premium Support Services are available for all Software customers as follows:
No matter what degree of implementation support you need, we can help. We configure and implement your software solution, provide consultative assistance to your internal team, or coordinate your implementation. Each and every implementation project is designed to deliver a complete project including:
Feature | Premium Support |
---|---|
Hours of Operation | 24 Hours / Day 7 Days / Week 365 Days / Year |
Length of Service | 6 Months to 5 Years |
Product Updates | Included |
Product Upgrades | Included |
Method of Access | Telephone/Web |
Response Method | Telephone/Email |
Remote Support | Included |
Root Cause Analysis | Included |
Access to Customer Support Portal | Included |
Access to Discussion Forums and Knowledge Base | Included |
Max Number of Technical Contacts per Contract | Five (5) |
Number of Support Requests | Unlimited |
Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) | 30 minutes or less (24x7) 2 business hours 8 business hours 1 business day |
Business Hours | Monday - Friday 7 a.m. to 7 p.m. (GMT) |
Developer Support is a unique offering, available only for our products.
Out of Scope/Developer Support does not include support for:
Developer Support Summary
Feature | Developer Support |
---|---|
Hours of Operation | 12 Hours/Day Monday – Friday 7 a.m. to 7 p.m. (GMT) |
Product Updates | Not Included |
Product Upgrades | Not Included |
Method of Access | Standard: Telephone and Web |
Response Method | Standard: Telephone and Email |
Remote Support | Included |
Max Number of Technical Contacts per Contract | One (1) Named Contact |
Number of Support Requests | Unlimited |
Target Response Times for All Severities | Standard: 12 Business Hours |
NOTE: We reserve all rights to modify the list of supported technologies/products from time to time, subject to the terms and conditions set forth at software support services terms and conditions.
Contact us today and challenge us to help you solve your critical business issues.