Technical Support
|
|
Professional Standard Support |
Professional Premium Support |
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|
Contact Sales | Contact Sales |
Overview |
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|---|---|---|
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Open Source Forums |
| |
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Support Response Time |
Standard |
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 |
| |
Technical Support |
||
|
Incidents/Cases (per annum) |
12 |
Unlimited |
|
Number of Contacts |
2 |
3 |
|
Response Time - Initial |
4 Hours |
|
|
Response Time - Follow-up |
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|
Support Hours |
24x5 |
24x7 (Severity 1) |
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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 |
| |
|
Online Incident Management |
| |
|
Defect/Enhancement Management |
| |
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Contact Sales | Contact Sales |
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