Platform Support Levels
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.
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.