ESSENTIAL PRODUCT SERVICES

Interactive problem-solving to suit your needs

Your IT systems are critical to your business. So count on our reliable Essential Product Services to help you maximize system uptime and provide you expert help, whenever you need it. When something goes awry, our experts are a trusted  extension of your IT staff, helping you safeguard your systems and resolve problems as quickly as possible.

Essential Product Services include:

• Empower 
  This nonstop online product support system offers fast interactive access to Incident management, product information and corrections, our knowledge center, and communities.
  
• Guaranteed reaction time
  Your call for support is classified as standard, critical or crisis. Crisis product support requests are addressed in four hours, guaranteed; standard and critical requests in just six hours.
  
• Product support by phone
  We speak your language! Count on support in many local languages during local business hours.
  
• Remote diagnosis
  Should production downtime occur, product support specialists remotely access and diagnose your system problem.
  
• Software upgrades
  Receive upgrades either through your sales representative, product support specialist or online via Empower.
  
• Documentation updates
  Choose the best way to view our informative product documentation – online or in CD format.

Essential Product Services are delivered when you have a valid maintenance contract.

Need a support service that's not covered above? Then take a look at our flexible Advantage Product Services.

Visit Empower, Software AG's web-based support system, here.