Premium Support includes the following services:
- 24 hour by 7 day emergency production down support (if reported during normal operating hours)
- Named Customer Account Manager with a designated backup engineer
- Unlimited calls to our customer support line for five designated customer support contacts
- Targeted response time of 30 minutes for high priority (P1) calls and 1 working hour for lower priority calls
- Product CD replacement
- Major Version Upgrades (e.g., 5.0, 6.0), Minor (e.g., 2.1, 2.2, 2.3, etc.) and patch releases are provided as available.
- Database operation performance analysis report (one per year)
- 16 hours development assistance on schema design, optimization techniques or general questions (travel not included if onsite requested)
- Onsite Training Class at one defined location (limited to maximum of 5 days. Up to $2,000 of travel expenses included)
The Premium Support offering provides the following significant values to you:
- No charge for Major releases
- Designated support engineer offers prioritized resolution to case management
- Expedited product problem determination and resolution
- Around the clock assistance in production down situations
- Emergency issues immediately escalated
- Customer development efforts continue without interruption
- Customer Applications stability
- Keeps customers current with latest releases and features
- Continued relationship eases migration to newer versions and capabilities
- Rigorous escalation process to ensure timely resolution
- Web accessible case status
- CD insurance
- Scientific analysis of database operation under the customer’s application
- Quickly trained and productive development staff