Product Support Levels
A. Pay As U Go Support Levels
Support As You Need It
- Flexible “pay as you go” model.
- Good for technical support on specific products
- Sold as individual incidents or as economical three or five incident packs.
- Online access to documentation, knowledge base articles, discussion forums and other technical resources.
Overview
Actian Per-Incident Support is designed to meet the needs of individual customers with small datacenters and software development organizations. An incident is defined as a question relating to a specific, distinct issue and may involve several interactions with Technical Support to get to a resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a five or ten incident pack, you can take advantage of a built-in discount, as well as contact Actian Technical Support for five or ten independent technical issues for your specified product. The single support incident is the affordable option when support needs are few and far between.
Actian offers Per-Incident Support for several products allowing access to support as you need it. With Per-Incident Support, customers can choose to log cases and receive responses either through the Customer Portal with a valid registration or by the phone.
Before purchasing Per-Incident Support, Actian highly recommends that you take advantage of Actian’s online knowledge base, documentation and discussion forums – complimentary resources that may lead directly to the answers needed.
Actian Per-Incident Support is valid for one year after purchase and is non-refundable. You must utilize all support incidents during the one-year term. Upon the earlier of the expiration of the one-year term or the termination of your support agreement, any unused support incidents shall immediately expire, and you are not entitled to any refund of fees previously paid for such unused support incidents. Actian Support Policy shall govern the Actian Per-Incident Support purchased.
Per-Incident support can be purchased through our Actian Shopify Store.
| Services | Description | Single Incident | Five Incident | Ten Incident |
| Knowledge Base & Forum Access | 24X7 Access to our comprehensive Knowledge Base and Forums | ✓ | ✓ | ✓ |
| Customer-Designated Support Liaisons | Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff | 1 | 1 | 2 |
| Case Management | Cases Management is the number of questions which can be initiated, excluding actual software problems. | 1 | 5 | 10 |
| Response Time Management | Response time management is the time it will take our support engineers to engage you on a reported case. | 6 hours for severity 1 (critical) 24 hours (non-critical) | 6 hours for severity 1 (critical) 24 hours (non-critical) | 4 hours for severity 1 (critical) 12 hours (non-critical) |
| Business Hours Access | Customers receive support during normal business hours: North America Hours: 8:00 AM to 6:00 PM EDT Standard Time: UTC/GMT -5 hours Daylight Saving Time: +1 Current time zone offset: UTC/GMT -4 EMEA Hours: 8:00 AM to 6:00 PM (8:00 – 18:00) Standard Time: No UTC/GMT offset Daylight Saving Time: None Time zone abbreviation: GMT APAC Hours: 8:00 AM to 6:00 PM (8:00 – 18:00) Standard Time: UTC/GMT +9.5 hours Daylight Saving Time: None Time zone abbreviation: IST |
✓ | ✓ | ✓ |
B. Enterprise Support Levels
Standard Support provides:
Customers Support Liaisons have access to Actian Support Engineers during normal business hours as specified for their region. Access to the Support Portal including; online support interface, knowledge base, discussion forums, and download site 24 hours a day, seven days a week, including holidays and can contact Actian Support via phone, e-mail, and the online support portal.
Enterprise Support provides
All the benefits of Standard Support, plus: 24X7X365 emergency access to Actian Support Engineers, secure virtual desktop sharing, and pro-active weekend support with prior notification.
| Services | Description | Standard Support | Enterprise Support |
| Knowledge Base Access | 24X7 Access to our comprehensive Knowledge Base, which includes over 15,000 Tech Notes | ✓ | ✓ |
| Multi-Channel Communication | Customers can contact Actian Support by online, phone, or via the community | ✓ | ✓ |
| Customer-Designated Support Liaisons | Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff | 2 | 5 |
| Collaborative Support | Customers can engage our expert Actian Support Engineers to diagnose and troubleshoot your issue(s) through our secure virtual desktop sharing solution. | ✓ | |
| Escalation Management | Customers that have project upgrades and have cases that are impacting delivery or have problems significantly impacting production negatively can escalate their case with an appropriate business justification | ✓ | |
| 24x7x365 Critical Supporti | Customers receive 24X7X365 access to Actian Support Engineering Staff | ✓ | |
| Assigned Case Manager | Customer is assigned a Technical Support Case Manager who is responsible for account overview and regular review of all open cases, and is available as an any-time escalation point of contact for critical issues | ||
| Recurring Project Status Conference Calls | Customer has regularly scheduled conference calls with the dedicated contact to review and prioritize open cases and discuss project plans and new initiatives | ||
| Priority Issue Requests for Critical Issues | Customer issues are prioritized ahead of non-managed level customers’ requests, allowing for quicker issue resolution | ||
| Quarterly Status Reports | Assigned Case Manager or Dedicated Support Engineer provides customer with quarterly electronic status reports which cover all issue activity and the status of all open issues |
i24X7X365 Technical Support is available for Severity 1 issues as defined in the Actian Support Policies here and is available in English Only. During non-business hours, Actian’s 24X7 support engineers will stabilize the customer application or find a suitable workaround, but final determination for root cause may extend to our regular business hours when all resources are available.