Silver Support and Maintenance Program

Our Silver Support and Maintenance program provides a premium support service and offers the following features:

  • Clearly defined Service Level Agreement (SLA), with precise problem report acknowledgment and response times
  • Web reporting and tracking of product questions and incidents
  • Extended Support Coverage (12 x 5)
  • Continuous effort (8x5) on high severity issues
  • On-site assistance
  • Dedicated Technical Engineers
  • Problem Escalation 
  • Knowledge Base
  • Update Center for download of Maintenance Releases and product patches
  • Minor Releases
  • Major Version upgrades (subscriptions only, available at additional cost to perpetual license holders)

This program provides the following benefits to customers:

  • Defined Service Levels
  • Access to dedicated technical engineers to help resolve issues or answer technical questions
  • Access to a wealth of on-line information through the growing database of technical articles, resolutions and advice
  • Downloadable releases and patches
  • Email notifications of new product releases and updates
  • Regular problem report status updates

This program provides the following additional benefits to customers:

  • Greater coverage  
  • On-site visits to assist and expedite diagnosis and resolution of problem reports

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