Technical Support
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Professional Standard Support |
Professional Premium Support |
Professional Enterprise SupportLearn More |
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Overview |
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Open Source Forums |
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Support Response Time |
Standard |
Enhanced |
Enhanced |
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Commercial License Grant |
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OEM/ISV Embedding and Distribution Rights |
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Advanced Documentation Included |
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Indemnification |
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Platform Support |
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Open Source Platforms |
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Extended Open Source & Commercial Platforms |
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Technical Support |
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Incidents/Cases (per annum) |
12 |
Unlimited |
Unlimited |
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Number of Contacts |
2 |
3 |
Unlimited |
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Response Time - Initial |
4 Hours |
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Response Time - Follow-up |
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Support Hours |
24x5 |
24x7 (Severity 1) |
24x7 (All Severity levels) |
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Email Support |
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Phone Support |
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Update Notification |
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Troubleshooting |
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Patch/Unscheduled Fix Policy |
Not Available |
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Product Management Input |
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Support Portal |
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Downloads - Software and Documentation |
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24x7 Knowledgebase |
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Standard Documentation |
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Advanced Documentation |
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Online Incident Management |
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Defect/Enhancement Management |
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Priority routing of all cases to team of Senior Support Engineers |
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Priority Queuing Case Management |
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Weekly Case Reviews |
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Priority New Feature Request Management |
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Priority hotfix Consideration (current releases) |
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Product Advisory Membership |
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Customer Success Upshift plan
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Required for Enterprise Support |
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Contact Sales | Contact Sales | Contact Sales |