Maintenance

The yearly maintenance plan includes Silver Gold Platinum
Unlimited number of support requests by phone
Automatic notification of an access to all product updates for 12 month
A maintenance plan card detailing all benefits and plan specifics
24x7 access to Knowledge Base
24x7 access to product Web Communities
Sample Code, Sample Projects and white papers
Technical Webinars/Online Product Demonstrations
Unlimited web-based requests using eService
Critical Security Updates
Access to Hot Fixes
Personal support contact  
Access to priority support channels for quickest service  
Preferred access to beta programs  
Update / Upgrade Support    
Health Check    
Support Plus    
TAM (technical Account Manager)    
Hours of operations1 Europe from 8am to 5pm CET Monday - Friday2 from 8am to 5pm CET Monday - Friday2 from 8am to 5pm CET Monday - Friday2
Hours of operations1 North America

from 8am to 5pm EST (EDT)

Monday - Friday3

from 8am to 5pm EST (EDT)
Monday - Friday3
from 8am to 5pm EST (EDT)
Monday - Friday3
Initial Response time 16 Business hours4 Per Severity chart4 Per Severity chart4

1: Time where actual personnel is present in the office and working on support requests; also referred to as “regular business hours” or “business hours” | 2: Except on legal holidays of North Rhine Westphalia | 3: Except on legal holidays of Florida | 4: Only counted during our hours of operations

 

Gold and Platinum Severity Chart
Severity Initial Response Time
Severity 1 (Urgent) 4 business hours
Severity 2 (High) 4 business hours
Severity 3 (Normal) 8 business hours
Severity 4 (Low) 16 business hours

 

The Maintenance Chart is also available as PDF.
The Support and Maintenance Plan can be downloaded here.

Would you like to contact our support team? Click here!

Our Support Times (Europe):
Monday to Friday from 8:00 a.m. to 5:00 p.m. CET
Please keep in mind the legal holidays in North Rhine-Westphalia.

Our Support Times (North America):
Monday to Friday from 8:00 a.m. to 5:00 p.m. EST/EDT
Please keep in mind the legal holidays in Florida.