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 – Friday
²
from 8am to 5pm CET
Monday – Friday
²
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 hours By severity By severity

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 | Only 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

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.

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