|
Basic Support Plan |
Premium Support Plan |
| Maintenance Period |
12 months |
12 months |
| Hours of Support |
Normal business days
9 a.m–6 p.m. M-F
Your Local Time |
24 hours/7 days /365 Days
Off-hour support for Severity
Level 1 problems |
| Initial Commitment |
During Normal business time
Severity 1–1 hour*
Severity 2–2 hours*
Severity 3–8 hours*
* Within the hours of your support coverage |
During Normal business time
Severity 1–1 hour**
Severity 2–2 hours**
Severity 3–8 hours**
** Within the hours of your support coverage
Off-hours: Severity 1– 1 hour |
| Access to Support |
During Normal Business time
Email:
Phone: (650) 292-7111
Web:
|
During Normal Business time
Email:
Phone: (650) 292-7111
Web:
Off-Hours Phone: (650) 292-7111 |
| Authorized Contacts |
2 per customer site |
4 per customer site |
| Resolution |
Timely responses with a fix, Solution, Workaround
or an Action plan to provide one of the above. |
Immediate research and will work towards a fix,
Solution, Workaround or an Action plan to provide one of the
above. |
| Escalation Path |
Available when not satisfied |
Available until resolution |
| Upgrades/Updates |
Corrective maintenance (minor releases: x.X
to x.Y) and upgrades for subsequent major product releases (X.x
to Y.x) are available. |
Corrective maintenance (minor releases: x.X
to x.Y) and upgrades for subsequent major product releases (X.x
to Y.x) are available |
