Enterprise Active Maintenance & Support

• Phone and Web support during regular business hours for your company's support hub (View Support Directory).
• Product updates and fixes.
• Products section: Contains Product documentation, the Software Download Center , Product Version Availability information, early product announcements, and product upgrades.
• Contact Support section: Includes eService, offering the ability to submit new Support Incidents, attach diagnostic information, and check the status of existing requests.
• An Escalation Path, should you need to discuss issues that may not be product related, or request additional priority or resources be allocated to your Support Incident(s).
• 24x7 initial response from SAG ARIS GmbH Global Support for critical and standard incidents within the defined reaction time. During after-Business-Hours and on non-Business Days all communication will be in English only.
• Resolution plan within four hours of receipt of Crisis incident.
• Prioritized queuing of support incidents (identical severity levels only).
• Unlimited number of Authorized Technical Contacts (ATCs) -  (normally restricted to 7 for Standard Support customers).

• Multi-region support.

   

*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract.