For customers
using designated workplace-level
products and development tool products.
During development,
you need a certain level of technical support. But you may not need the same
level of support required in product or mission-critical environments. We offer
SupportNow Incident, Developer and Enterprise Developer plans to fit your development
needs. Specific features of these plans are highlighted in the table
below:
- Incident
Plan : Provides case-based
support during business hours. Optional software updates are available.
- Developer
Plan : Includes unlimited
support cases during business hours and access to online support services.
Optional software updates are available.
- Enterprise
Developer Plan : Provides
Developer plan components plus priority response times and priority access
to the Enterprise Technical Team, and proactive services such as account management
and regular review meetings. This plan can also be enriched with personalized
options.
| |
Enterprise
Developer |
Developer |
Incident |
| Support
Coverage |
|
|
|
| Normal Business
Hours |
•
|
•
|
•
|
| After-hours
support |
option |
option |
option |
| Number of
Contacts |
2 |
2 |
NA |
| Number of
Cases |
unlimited |
unlimited |
single
or pack |
| Enterprise
Support Team |
• |
|
|
| Response
Time |
P1<30
min |
P1<4
hrs |
P1<4
hrs |
| Priority
Case Escalation |
• |
|
|
| Online Support |
•
|
•
|
•
|
| Software
Services |
|
|
|
| New Version
Releases |
option |
option |
option |
| Maintenance
Releases |
priority |
• |
• |
| Personalized
Support |
|
|
|
| Account Management |
• |
|
|
| Review Meetings |
• |
|
|
| Alliance
Support |
option |
|
|
Purchasing Support
If you are interested in purchasing a SupportNow Plan, you have several
options:
