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Standard Support |
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Extended Support* |
| Phone Support |
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| Availability |
North America and International Customers Outside of EMEA: 7am-7pm ET Mon-Fri, except US holidays.
EMEA Customers: 9am-5.30pm UK time Mon-Fri, except UK holidays. |
24x7x365 |
| Response Time Goals by Severity* |
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Critical
(complete or partial loss of service from the software causing significant adverse impact to the business) |
24-48 hours |
1 hour |
Normal
(complete or partial loss of service from the software, but no significant adverse impact to the business) |
24-48 hours |
12 hours |
Informational
(no loss of service from the software) |
24-48 hours |
24-48 hours |
| Online Support |
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Knowledge Base
Community Forums
Product Documentation
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Download Generally Available Product Updates |
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Major releases (e.g. 1.0, 2.0)
Minor releases (e.g. 1.1, 1.2)
Maintenance releases (e.g. 1.11, 1.12)
Patches |
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Professional Services |
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On-site installation
On-site training
Custom report generation |
Not included **
Not included **
Not included **
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Not included **
Not included **
Not included **
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Support Home 