Support Plans

Choose between the Premium and Standard Support Plans

Premium (24×7) Support Plan

Premium Support is highly recommended, particularly for larger deployments and customers that want 24×7 technical support. In addition to 24×7 phone support for critical issues, the Premium Support Program includes all major release upgrades at no additional charge.

Standard Support Plan

This plan is included in the annual maintenance for every client license. It covers business hour technical support via telephone, e-mail, and web-based support requests.  Web-based support includes access to a comprehensive library of technical notes, white papers and other resources and online support requests.

Service Level Agreement:
For more information on the definition of severity levels and response times, please view our Technical Support Service Level Agreement (SLA).

Support Plan Comparison

Technical Support

Standard

Premium

Phone, e-mail, and web-based support requests 5am to 5pm PT, Mon-Fri (except business holidays)

Access to technical notes and white papers

24 X 7 Technical Support

Guaranteed response times based on severity level


Product Support

Standard

Premium

Discounts on upgrades, additional licenses and new products

Upgrades to minor releases and maintenance releases

Upgrades to major releases*

* Product upgrades associated with the Premium Support offering do not include separately licensable components, unless those components have been purchased along with Premium Support.

Contact your sales representative to get support today.