Support
Policies
Support
on Older Software
Technical Support
is generally provided for the latest two software versions. Support is continued
for a minimum of one year after either the introduction of a new
major version for a product or a notification of the End of Life for a product
line. End of life notices for both versions and product lines are posted on
the support web site. Duplication of product defects will be attempted for the
current and just previous software versions, although defects are generally
fixed only on current versions.
For older versions
of Sybase software, limited technical assistance will be provided, so long as
you have a current support contract for that product, subject to the availability
of trained personnel and resources. Limited assistance consists of helping customers
with questions, workarounds and migration to a supported version of the product.
It does not include new bug fixes or integration of any bug fixes into previous
updates. Sybase will provide existing interim versions (i.e.; updates, if any,
developed for the product prior to the end of engineering support) as appropriate.
Sybase will not purposely maintain staff, expertise or equipment and reproduction
environments on older versions of products, and therefore, over time, the ability
to provide assistance will become further limited as expertise on these older
versions erodes.
Customers wishing
to purchase an EOL product version, or additional copies of an EOL product version,
must sign an EOL addendum acknowledging the limited technical assistance to
be provided.
Support for product
lines or platforms that have reached their EOL is not available past the one-year
end-of-support date set when the EOL is announced (e.g. Data Workbench, PowerBuilder
Web Deployment Kit).
You can generate
a list of End of Life Notifications by searching our Technical
Documents Library. Simply search the title for "End of Life"
and this will generate a list of notifications that you can then filter to find
exactly the information you need.
Free Installation Support
We offer free
installation assistance to registered customers. Sybase provides a complimentary
two-case technical support pack to assist you with installation and configuration
questions. This case pack is valid for 60 days after your initial call. Additional
free installation and configuration information is available through querying
the Technical Documents, reviewing online product documentation, and posting
questions to other users about specific issues through newsgroups.
Global Support
Global support
provides a single support contract and billing for multi-country installations,
with support contacts designated for each country. For worldwide installations,
a consolidated or global support contract may be obtained. For those companies
with multiple international locations, a separate support agreement for each
country is required if global contacts are not purchased.
Renewing Your Support Agreement
To receive services
included in the support plans, you must have an active software support agreement.
Be sure to renew promptly to avoid delays when you require support. If you have
questions about your contract, want to change support plans, or want to find
out renewal dates, call the telephone number of the location nearest you. Consult
the Support Center Directory
for a list of telephone numbers.
Cooperative Support Agreements
We have established
cooperative support agreements with many vendors to provide seamless support
processes to customers with multivendor products. These agreements provide designated
contacts at the vendor for Sybase, Inc. support engineers. These contacts will
expedite your problem or raise its priority within their support organization.
You must have a valid support contract with all vendors involved to take advantage
of this feature.
