Our award-winning products are backed by a worldwide team of highly trained and experienced technical support engineers to meet the needs of the modern enterprise, no matter where your applications are deployed.
Our mission is to deliver timely, expert service and assistance to help you maximize the value of your investment with support plans designed to match your business requirements.
Explore Support Plan Options
Orange
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| Support Hours | 24/7 x 365 Customer Portal and Phone Support for Severity 1 Issues. Select one of the five weekday Support Shifts, which will apply to all other severities. |
| Customer Portal | 24/7 x 365 |
| SLA: Severity 1 - Initial Response | 4 Hours |
| SLA: Severity 2 - Initial Response | 8 Business Hours |
| SLA: Severity 3 - Initial Response | 16 Business Hours |
| SLA: Severity 4 - Initial Response | |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 - 24/7 x 365 |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. |
| English Support | |
| Community Access | |
| Chat Support | |
| Live Phone Support | |
| Toll-free* | |
| Escalation Management | |
| Upgrade & Installation Assistance | |
| Access to Premium Support Team | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | |
| Architecture Consultation | |
| Premium Field Alerts | |
| Sandbox Setup and Implementation | |
| Premium A-People Community Access** | |
| Assigned Technical Account Manager | |
| Periodic Support Case Review | |
| Quarterly Business Review | |
| Scalability Planning | |
| Infrastructure Review | |
| Disaster Recovery Planning | |
| High Availability Consultation | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Product Adoption Review | |
| Proactive Expert Guidance & Best Practice | |
| Technical Support On-boarding | |
| Technical Health Review |
Silver
See Details
| Support Hours | 24/7 x 365 Customer Portal and Phone Support for Severity 1 Issues. 24x5 Support for other severities (Shifts selectable at the time of case submission). |
| Customer Portal | 24/7 x 365 |
| SLA: Severity 1 - Initial Response | 2 Hours |
| SLA: Severity 2 - Initial Response | 4 Business Hours |
| SLA: Severity 3 - Initial Response | 12 Business Hours |
| SLA: Severity 4 - Initial Response | 24 Business Hours |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1 - 24/7 x 365 |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. |
| English Support | |
| Community Access | |
| Chat Support | |
| Live Phone Support | |
| Toll-free* | |
| Escalation Management | |
| Upgrade & Installation Assistance | |
| Access to Premium Support Team | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | |
| Architecture Consultation | |
| Premium Field Alerts | |
| Sandbox Setup and Implementation | |
| Premium A-People Community Access** | |
| Assigned Technical Account Manager | |
| Periodic Support Case Review | |
| Quarterly Business Review | |
| Scalability Planning | |
| Infrastructure Review | |
| Disaster Recovery Planning | |
| High Availability Consultation | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Product Adoption Review | |
| Proactive Expert Guidance & Best Practice | |
| Technical Support On-boarding | |
| Technical Health Review |
Gold
See Details
| Support Hours | 24/7 x 365 Customer Portal and Phone Support for Severity 1 & 2 Issues. 24x5 Support for other severities (Shifts selectable at the time of case submission). |
| Customer Portal | 24/7 x 365 |
| SLA: Severity 1 Initial Response | 1 Hour - 24/7 |
| SLA: Severity 2 - Initial Response | 2 Hours - 24x7 |
| SLA: Severity 3 - Initial Response | 8 Business Hours |
| SLA: Severity 4 - Initial Response | 16 Business Hours |
| Follow the Sun/Continuous Support for English Language Cases | Severity 1&2 - 24/7 x 365 |
| Language Support | Chinese (simplified and traditional), French, German, Japanese, Korean, Polish, Portuguese, and Spanish Support. |
| English Support | |
| Community Access | |
| Chat Support | |
| Live Phone Support | |
| Toll-free* | |
| Escalation Management | |
| Upgrade & Installation Assistance | |
| Access to Premium Support Team | |
| Root Cause Analysis for Severity 1 | |
| Prioritized Consideration for Fix/ Enhancement Request Release Inclusion | |
| Architecture Consultation | |
| Premium Field Alerts | |
| Sandbox Setup and Implementation | |
| Premium A-People Community Access** | |
| Assigned Technical Account Manager | |
| Periodic Support Case Review | |
| Quarterly Business Review | |
| Scalability Planning | |
| Infrastructure Review | |
| Disaster Recovery Planning | |
| High Availability Consultation | |
| Infosec Consultation | |
| Planned After-hours Support | |
| Product Adoption Review | |
| Proactive Expert Guidance & Best Practice | |
| Technical Support On-boarding | |
| Technical Health Review |
Ready to upgrade your support plan? Contact your account representative today.
