Actian Zen (PSQL) Support Levels
Actian Zen (PSQL) Support Levels
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. Per-Incident Bundles
| Services | Description | 5 Incident | 10 Incident | 30 Incident | Unlimited Incidents |
| 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 | ✓ |