For customers using Sybase products in deployment.
Our support plans include telephone access to our Technical Support organization and a variety of other support services. The level of support your business requires will determine the plan that best fits your needs. For customers using Sybase products in deployment, we offer SupportNow Standard and Enterprise Plans. Specific features of these plans are highlighted in the table below:
Standard Plan: This is an inclusive offering for companies that require high-quality around-the-clock support for critical issues, access to new releases and online support services. Faster response times and more personalized support are available with the Enterprise Plan.
Enterprise Plan: For some companies, downtime is never an option, and performance and stability are mission-critical. The Enterprise plan delivers our most comprehensive offering of prioritized and proactive support services, including:
Highest priority response times
Priority access to the Enterprise Technical Team
Proactive services such as account management and regular review meetings
This plan truly offers customers the ultimate in service levels and priority, and a focus on continuous improvement and getting the most from your Sybase investment.
Standard*
Enterprise
Support Coverage
24x7 (Follow-the-Sun) for P1
•
•
Number of Local Contacts
4
6
Number of Anywhere Global Contacts
option
6
Number of Solved Case Contacts
4
12
Number of Cases
unlimited
unlimited
Enterprise Support Team
N/A
•
Response Time
P1<1 hr
P1<30 min
Priority Case Escalation
N/A
•
Online Support
•
•
Software Services
New Version Releases
•
•
Maintenance Releases
•
priority
Personalized Support
Account Management Services
N/A
•
Review Meetings
N/A
•
Alliance Support
N/A
option
Privilege Services**
option
N/A
ServiceNow Monitoring & Alerting**
option
option
Advanced Services*
Migration/Upgrade Services
option
option
Personalized Training
option
option
* Effective October 1, 2007, replaces Basic and Extended Plans
** Offered in most areas, availability may vary
Purchasing Support If you are interested in purchasing a SupportNow Plan, you have several options:
