Support and maintenance contract

Reach for a high level of service with guaranteed reaction and reply times and get all available updates and upgrades thrown in!

 

 

Professional Edition

Enterprise Edition

 

Standard Service Level

Service level Plus

Standard Service Level

Service level Plus

Price per month

39,90 €

69,80 €

1,67%1

2,33 %1

Period of agreement

min. 1 year

min. 1 year

min. 1 year

min. 1 year

Support Tickets (per contract year)

Unlimited

Unlimited Unlimited Unlimited

Web-based Support

yes

yes

yes

yes

Response Time of Web-based Support

4 hours

2 hours 4 hours 2 hours

Guaranteed Response Times

16 hours

hours hours hours

Provision of Bug Fixes

Sent

Sent

Sent

Sent

Provision of Patches

Sent

Sent

Sent

Sent

Product Upgrades

yes

yes

yes

yes

Product Updates

yes

yes

yes

yes

Knowledge Base & FAQ

yes

yes

yes

yes

Documentation & General Help

yes

yes

yes

yes

Community Support

yes

yes

yes

yes

Forums & Customer Newsletter

yes

yes

yes

yes

Security Alerts

yes

yes

yes

yes

Information regarding New Products and Services

yes

yes

yes

yes

Discount for Academy

15%2

15%2

15%2

15%2

Additional Packages (10 additional tickets)

-

-

-

-

Phone Support

9:00-18:00 CET3

7:00-21:00 CET3

9:00-18:00 CET

7:00-21:00 CET

Response Time of Phone Support

4 hours

2 hours

4 hours

2 Std.

Separate Support Phone Number

yes

yes

yes

yes

 

1of net list price

2 this sales discount cannot be combined with any other Academy sales discounts.

3 for serious problems only:  A serious problem is one that involves a software error that renders the software unusable or permits only severely restricted use of the software. The customer cannot reasonably work around this problem and therefore cannot complete non-postponable tasks.