Maintenance and Support Plans

Our Maintenance and Support Plans provide the software updates and technical support you need to maintain a stable, optimized environment, minimize risk, and maximize the return on your investment. Let us help you keep your technology current and your solutions running smoothly.

Plan Comparisons

  Maintenance and Support Plans Premium Support
Add-on to Maintenance
Benefit Standard Care Total Care Assigned Support Engineer Primary Support Engineer Dedicated Support Engineer
Software Updates Yes Yes      
Unlimited Technical Support Yes Yes      
Hours of Access Business Hours* 24x7x365 for Severity 1 Business Hours** 24x7x365 for Severity 1 if covered by Maintenance Plan 24x7x365 for Severity 1 if covered by Maintenance Plan
Target Response Times NA Severity 1–1 hr
Severity 2–3 hrs
Severity 3–Next Business Day
1 hr from ASE 30 min from PSE 15 min from DSE
Account Management     Yes Yes Yes
Direct Access to a senior Premium Engineer (single point of contact)     Yes Yes Yes
Level of Dedication of Premium Engineer     Assigned Contact
30 incidents
Semi-dedicated
1:4
Fully Dedicated
1:1
Onsite Days     Optional ($) Up to 4 days a year Up to 4 days a week
Health Check     Optional ($) 1/year 2/year
Service Summary Report       Quarterly Quarterly

*see Maintenance and Support Agreement for list of products which receive 24x7x365 under Standard Care

** Although Assigned Support Engineers (ASEs) are only available during business hours, if the customer has a Total Care maintenance and support plan, the customer may contact the Support Center 24x7x365 to work a Severity 1 issue with another engineer, and then escalate that issue to the ASE during business hours.

($) Available for an additional fee

Benefit Descriptions

Software Updates

A Maintenance and Support Plan saves you time and money by providing you with immediate access to new software updates without additional costs, complicated budgeting cycles and individual software purchase requests. Access the latest features and functionality that help you stay current with hardware and technology changes, stay ahead of security risks, and maintain the highest level of productivity. Additionally, keeping your systems up-to-date with the latest service packs and hotfixes is critical to maintaining an optimized, stable and secure system. Maintenance and Support Plan customers have exclusive access to these crucial resources. Subscribe to receive automatic notifications (where available) so you can immediately access the right content, specific to your environment, that will help you keep your systems updated and running smoothly.

Technical Support

Unlimited access to our world-class technical support organization provides you with a safety net of experts standing by, ready to quickly address your issues. Free up your IT staff to focus on critical business projects, and let us do what we do best, keep your software running smoothly and optimally. Our engineers specialize by product and can diagnose your problems quickly and efficiently. Contact one of our global support centers and let's get started.

Online Support Website

Chances are, we may have already solved your problem and have configuration instructions or a software update ready for you. Check our online support site to search our knowledgebase, read through our documentation, post a question on one of our support forums, download available software updates, try some sample utilities and more. For those situations where you don't find your solution, you can open an incident online with technical support. For your convenience, you may also access the support portal to view information about your licensed products, maintenance expiration dates, authorized contacts, purchased on-demand training (where available) and more.

Support Center Access Hours

For non-critical solutions, our Standard Care plan allows you to contact a Support Center during its normal business hours. For solutions you rely on to be up around the clock, you'll want to select our Total Care plan. For enterprise level solutions, downtime can result in significant cost and business impact. Protect these environments with the around the clock coverage our Total Care plan provides. See the Maintenance and Support Agreement for product specific details.

Target Response Times

For critical issues, you need immediate access to a technical support engineer. Total Care provides a target response time of 1 hour for Severity 1 issues. Give yourself the peace of mind that you can reach us quickly when you are having a crisis.

Premium Support

For mission-critical environments, you can't afford to take the time to explain the complexity of your environment and go through standard troubleshooting protocol when a critical issue occurs. You need direct access to a senior engineer who is familiar with your environment, knows your people, understands the business impact, and can immediately dive in and get your issue resolved. Even better, you need someone who is regularly looking at your system to proactively advise you on how to avoid these issues from occurring in the first place. Learn more about Premium Support offerings available to augment your Standard Care or Total Care Maintenance and Support Plan.

Product Support Lifecycle

The support you receive under your Maintenance and Support Plan is determined by the Product Support Lifecycle phase of your product.

Extended Plus

Running older products? Extended Plus may be available for an additional fee.

Maintenance and Support Agreement

View the Maintenance and Support Agreement for details about your Maintenance and Support Plan.

Technical Support Handbook

Learn how to access and use our technical support by reviewing policies and procedures in the Technical Support Handbook.

FAQs

Frequently Asked Questions about the new Maintenance and Support Plans.