Support & Maintenance Plan
Get a holistic overview of all the services of the annual maintenance plans.
If you have any questions, please do not hesitate to contact us.
Maintenance Plan
| Services of the annual maintenance plans | Silver | Gold | Platinum |
| Unlimited phone support requests | ✓ | ✓ | ✓ |
| Automatic notification of all product updates and access for 12 months | ✓ | ✓ | ✓ |
| A maintenance plan map that lists all the services and special features of the plan. | ✓ | ✓ | ✓ |
| 24×7 access to the Knowledge Base | ✓ | ✓ | ✓ |
| 24×7 access to product web communities | ✓ | ✓ | ✓ |
| Example Code, Example Projects and Whitepapers | ✓ | ✓ | ✓ |
| Technical webinars / online product demonstrations | ✓ | ✓ | ✓ |
| Unlimited number of web-based requests via eService | ✓ | ✓ | ✓ |
| Critical security updates | ✓ | ✓ | ✓ |
| Access to Hot Fixes | ✓ | ✓ | ✓ |
| Personal contact | ✓ | ✓ | |
| Access to priority support channels for fastest service | ✓ | ✓ | |
| Priority participation in beta programs | ✓ | ✓ | |
| Update / Upgrade Support | ✓ | ||
| Health Check | ✓ | ||
| Support Plus | ✓ | ||
| TAM (Technical Account Manager) | ✓ | ||
| Business hours¹ Europe | from 8am to 5pm CET Monday – Friday² |
from 8am to 5pm CET Monday – Friday² |
from 8am to 5pm CET Monday – Friday² |
| Business hours¹ North America | from 8am to 5pm EST (EDT) Monday – Friday³ |
from 8am to 5pm EST (EDT) Monday – Friday³ |
from 8am to 5pm EST (EDT) Monday – Friday³ |
| First reaction time | 16 business hours⁴ | By severity⁴ | By severity⁴ |
¹Time where actual personnel is present in the office anf working on support requests; slso referred to as “regular business hours” or “business hours” | ²Except on legal holidays of North Rhine Westphalia | ³Except on legal holidays of Florida | ⁴Only counted during our hours of operations
Gold and Platinum Severity Chart
| Severity | Initial Response Time |
| Severity 1 (Urgent) | 4 business hours |
| Severity 2 (High) | 4 business hours |
| Severity 3 (Normal) | 8 business hours |
| Severity 4 (Low) | 16 business hours |
All important documents for download
Our support hours (Europe):
Monday to Friday from 8:00am to 5pm CET
Please note the public holidays in North Rhine Westphalia.
Our support hours (North America):
Monday to Friday from 8am to 5pm EST/EDT
Please note the public holidays in Florida.