Support Plans

NetMotion Software offers three distinct Support Plans for enterprise customers: Standard, Premium and Elite.

Elite Support Plan

Get the maximum business value from NetMotion software with our Elite Support Service. An Enterprise Support Engineer will help you optimize your environment from a bottom-line perspective, provide access to value-added services from NetMotion, and serve as your personal contact and escalation liaison for all your support issues.

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

Elite

Phone, Email & Web-based Support: 5am to 5pm PT, Mon-Fri (Except Business Holidays)

SupportedSupportedSupported

Access to Technical Notes & White Papers

SupportedSupportedSupported

Guaranteed Response Times (Based on Severity Level)

SupportedSupported

Dedicated Enterprise Support Engineer

Supported

After-Hours Support

Supported

Yearly On-Site Visit

Supported

Product Support

Standard

Premium

Elite

Discounts on Upgrades, Additional Licenses & New Products

SupportedSupportedSupported

Upgrades to Minor Releases & Maintenance Releases

SupportedSupportedSupported

Upgrades to Major Releases*

SupportedSupported

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

Contact us today to discuss your support needs.