Platform Support Levels

Avalanche Enterprise

Gold Support provides:

Customers Support Liaisons have access to Actian Support Engineers 24X7X365 and emergency access to Actian Support Engineers. 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, secure virtual desktop sharing and pro-active weekend support with prior notification.

Avalanche Enterprise+

Platinum Support provides:

All the benefits of Gold Support, plus: assigned case management, configuration management, recurring project status calls, priority issue requests, and quarterly status reports.

Services Description Gold Support Platinum 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 5 Unlimited
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
Weekend Assistanceii Customers that have project upgrades scheduled over a weekend have access to Support Engineering should any critical issues arise
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.

iiWeekend assistance will be provided for Severity 1 and Severity 2 issues as defined in the Actian Support Policies here and is available in English Only. 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. Customer is responsible for providing appropriate notification, at least 30-days, and activation will only be available for the defined week-end.