Actian Zen (PSQL) Support Levels

Actian Zen (PSQL) Support Levels

Product Support Offerings

A. Per-Incident Support

The single support incident is the affordable option when support needs are few and far between. Per-incident can be delivered by initiating a case here or by calling Actian. To purchase support incidents via telephone please call Actian at 800-287-4383 Option 1 (for Sales) and Option 2 (for Database). Note: Actian provides ONE free support incident within 30 days of purchase for a PSQL license.

B. Bundled Support

Services Description Bronze Support Silver Support Gold Support Platinum Support
Knowledge Base Access 24X7 Access to our comprehensive Knowledge Base
Customer-Designated Support Liaisons Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff 2 2 5 Unlimited
Case Management Cases Management is the number of questions which can be initiated, excluding actual software problems. 5 10 30 Unlimited
Response Time Management Response time management is the time it will take our support engineers to engage you on a reported case. 6 hours (critical) 24 hours (non-critical) 6 hours (critical) 24 hours (non-critical) 4 hours (critical) 12 hours (non-critical) 2 hours (critical) 6 hours (non-critical)
Business Hours Access Customers receive support during normal business hours of 9AM – 5PM CST
24x7x365 Critical Support Customers receive 24X7X365 access to Actian Support Engineering Staff
Direct Support Engineers Customers are able to directly access Actian Support Engineers