Enterprise Active Support gives you maximum flexibility and speed to market so you can face the challenges of “Digitalization”.
In addition to product bug fixes with Enterprise Active Support the focus is on proactive support, thereby maximizing the value you get from our software as quickly as possible. EAS helps you accelerate your digital journey from product installation, needs analysis, upgrade support, one-on-one “meet the expert” sessions and operations reviews through to expedited, round-the-clock problem resolution services.
View our Fact Sheet for an overview of Enterprise Active Support. Additional information is provided below.
Enterprise Active services:
- 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.
For further details of the support deliverables for Enterprise Active, please see the Enterprise Active Support Terms and Conditions available here.
*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract.