Annual maintenance plans can get you the major software updates you should have to help you avoid needing support in the first place. You can purchase an annual maintenance plan along with your product. Annual maintenance plans begin coverage on the initial date of product purchase and renew annually on this date. That’s why it is highly recommended that you get this at the same time as your product purchase to take full advantage of the support period and avoid any delay when you require urgent support.
TECHNICAL SUPPORT |
GOLD |
PLATINUM |
Business Hours (Monday – Friday)
10am – 7pm IST |
Yes |
Yes |
Online Self Help |
Yes |
Yes |
Online Help Desk |
Yes |
Yes |
Phone Support |
Yes |
Yes |
24/7 Emergency Support |
No |
Yes |
DETAILS |
GOLD |
PLATINUM |
Initial Support Credits |
30 |
60 |
Tier 3 Support & Case Managment |
Yes |
Yes |
Configuration and Implementation Support |
Yes |
Yes |
Bug Escalation |
Yes |
Yes |
Service Level Agreement (SLA) |
Yes |
Yes |
SOFTWARE MAINTENANCE |
GOLD |
PLATINUM |
Software Release |
Yes |
Yes |
HARDWARE SERVICES |
GOLD |
PLATINUM |
Priority RMA Processing |
Yes |
Yes |
OPTIONAL HARDWARE SERVICES |
GOLD |
PLATINUM |
3 Year Hardware Warranty Extension with Advanced RMA. |
Yes |
Yes |