Actian Zen Support Levels
Product Support Lifecycle Policy
This policy explains Actian Corporation’s product support lifecycle policy. Whether purchased directly from Actian, or from Actian partners or resellers, these policies are designed to standardize product lifecycle expectancies and assist you in developing your internal release implementation and migration plans. Actian Corporation strives to provide the best quality Software and Support Services. In order to provide best in class software solutions, Actian has defined a predictable Product Support Lifecycle Policy to give you plenty of lead-time to plan and manage your upgrade and release processes.
Actian provides distinct product development phases and synchronized product support lifecycle offerings. By understanding these phases, you are better able to plan for your software support needs and your migration timeframes. The term General Availability (GA) is key to understanding each lifecycle phase and starts the clock.
Product Lifecycle Stages
- General Availability – The product is currently being sold and supported by Actian. Standard support for General Availability products includes one complimentary support ticket (if submitted within 30 days of purchase) and standard chargeable per-incident and contract support.
- End of General Availability – The product is no longer sold by Actian. Support is still available for all customers until the product moves into Transition Support.
- Transition Support – Actian will limit research time on problem resolution for products in Transition Support. No maintenance updates will be delivered, with the exception of patches provided in Actian’s sole discretion to resolve critical issues with the product. Support is still available to qualifying customers
- End of Support – Standard technical support is no longer available for the product. Phone support for End of Support products is available for a premium charge; however, no fix or resolution is guaranteed. Actian will provide support for select End of Support products on an additional charge, contract only basis.
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||✓|