{"id":3785,"date":"2025-11-26T06:22:41","date_gmt":"2025-11-26T10:22:41","guid":{"rendered":"https:\/\/www.softwareag.com\/?page_id=3785"},"modified":"2026-01-07T12:46:27","modified_gmt":"2026-01-07T16:46:27","slug":"enterprise-active-maintenance-support","status":"publish","type":"page","link":"https:\/\/www.softwareag.com\/br\/enterprise-active-maintenance-support\/","title":{"rendered":"Enterprise Active Maintenance &amp; Support"},"content":{"rendered":"<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\">\n<p>Enterprise Active Maintenance Support, along with Enterprise Active Support, gives you maximum flexibility and speed to market so you can face the challenges of \u201cDigitalization\u201d with enterprise-wide maintenance solutions.<\/p>\n\n\n\n<p>In addition to product bug fixes with Enterprise Active Support the focus is on proactive support thereby maximizing the value you get from our software as quickly as possible. EAS helps you accelerate your digital journey from product installation, needs analysis, upgrade support, one-on-one \u201cmeet the expert\u201d sessions and operations reviews through to expedited, round-the-clock problem resolution services, embodying enterprise maintenance support in its approach.<\/p>\n\n\n\n<details class=\"wp-block-details has-white-color has-dark-teal-background-color has-text-color has-background has-link-color wp-elements-7b5673a6b250a64d564fc24d3a24678b is-layout-flow wp-block-details-is-layout-flow\"><summary>View our Fact Sheet for an overview of Enterprise Active Support. Additional information is provided below.<\/summary>\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/12\/DS_AN_Enterprise-Active-Support-Services_EN-v1.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of DS_AN_Enterprise-Active-Support-Services_EN-v1.\"><\/object><a id=\"wp-block-file--media-470e1c75-a652-4011-aabb-b6bd8fd80e63\" href=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/12\/DS_AN_Enterprise-Active-Support-Services_EN-v1.pdf\" data-no-translation>DS_AN_Enterprise-Active-Support-Services_EN-v1<\/a><a href=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/12\/DS_AN_Enterprise-Active-Support-Services_EN-v1.pdf\" class=\"wp-block-file__button wp-element-button\" download aria-describedby=\"wp-block-file--media-470e1c75-a652-4011-aabb-b6bd8fd80e63\" data-no-translation>Download<\/a><\/div>\n<\/div>\n<\/div>\n<\/details>\n\n\n\n<p>Enterprise Active includes the following services:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Phone and Web support during regular business hours for your company&#8217;s support hub (<a href=\"https:\/\/empower.softwareag.com\/ContactSupport\/Directory\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">V<\/a><a href=\"https:\/\/www.softwareag.com\/br\/support\/#directory\" target=\"_blank\" rel=\"noreferrer noopener\">iew Support Directory<\/a>)<\/li>\n\n\n\n<li>Product updates and <a href=\"https:\/\/empower.softwareag.com\/KnowledgeCenter\/Product_Fixes\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">fixes<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/empower.softwareag.com\/KnowledgeCenter\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Knowledge Center<\/a>: Search for Early Warnings and Fixes.<\/li>\n\n\n\n<li><a href=\"https:\/\/empower.softwareag.com\/ContactSupport\/JSM\/ICO_Landing_Page.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Portal de Gerenciamento de Incidentes<\/a>: Search for Knowledge Base articles and your company&#8217;s Support Incidents.<\/li>\n\n\n\n<li><a href=\"https:\/\/empower.softwareag.com\/Products\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Produtos<\/a> section: Contains product documentation, the <a href=\"https:\/\/empower.softwareag.com\/Products\/DownloadProducts\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Software Download Center<\/a> , <a href=\"https:\/\/empower.softwareag.com\/Products\/ProductAvailability\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Product Version Availability<\/a> information, early product announcements, and product upgrades.<\/li>\n\n\n\n<li>Contact Support section: Includes eService, offering the ability to submit new Support Incidents, attach diagnostic information, and check the status of existing requests.<\/li>\n\n\n\n<li>An <a href=\"https:\/\/empower.softwareag.com\/GeneralSupportInfo\/EscalationMgmt\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Escalation Path<\/a>, should you need to discuss issues that may not be product related, or request additional priority or resources be allocated to your Support Incident(s).<\/li>\n\n\n\n<li>24&#215;7 initial response from Software AG Global Support for critical and standard incidents within the defined reaction time, ensuring comprehensive active support maintenance.<\/li>\n\n\n\n<li>Resolution plan within four hours of receipt of Crisis incident.<\/li>\n\n\n\n<li>Prioritized queuing of support incidents (identical severity levels only).<\/li>\n\n\n\n<li>Unlimited number of Authorized Technical Contacts (ATCs) &#8211;&nbsp; (normally restricted to 7 for Standard Support customers).<\/li>\n\n\n\n<li>Multi-region support<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\">\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-enterprise-active-support-service-expectations\">Enterprise Active Support Service Expectations<\/h2>\n\n\n\n<p>The following support severities and reaction measures are used to classify the incidents of Enterprise Active Customers. These classifications ensure consistent treatment of incidents handled by Software AG Global Support.&nbsp; Software AG Global Support will determine the appropriate severity level according to the following table for effective enterprise maintenance solutions.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"720\" src=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/Enterprise_Active_Support-1.png\" alt=\"table of Enterprise Active Support Service Expectation at Software AG\" class=\"wp-image-3975\" srcset=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/Enterprise_Active_Support-1.png 1280w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/Enterprise_Active_Support-1-300x169.png 300w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/Enterprise_Active_Support-1-1024x576.png 1024w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/Enterprise_Active_Support-1-768x432.png 768w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/Enterprise_Active_Support-1-18x10.png 18w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\">\n<p>For further details of the support deliverables for Enterprise Active, please see the Enterprise Active Support Terms and Conditions available&nbsp;<a href=\"https:\/\/www.softwareag.com\/br\/support-policies\/\" target=\"_blank\" rel=\"noreferrer noopener\">aqui<\/a>.<a href=\"https:\/\/empower.softwareag.com\/KnowledgeCenter\/Product_Fixes\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/empower.softwareag.com\/KnowledgeCenter\/Product_Fixes\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/empower.softwareag.com\/Products\/ProductAvailability\/default.aspx\"><\/a><\/p>\n\n\n\n<p>See the <a href=\"https:\/\/www.softwareag.com\/br\/support\/enterprise-premium-support-services\/\">Enterprise Premium Support Services Overview<\/a> for information on Global Support Service offerings to customize your experience with a range of additional services, including active maintenance.<\/p>\n\n\n\n<p><em>*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract.<\/em><\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>Enterprise Active Maintenance Support, along with Enterprise Active Support, gives you maximum flexibility and speed to market so you can face the challenges of \u201cDigitalization\u201d with [&hellip;]<\/p>","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3785","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Enterprise Active Maintenance Support Benefits Overview | Software AG<\/title>\n<meta name=\"description\" content=\"Explore enterprise active maintenance support to enhance your digital journey with proactive assistance and bug fixes.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.softwareag.com\/br\/enterprise-active-maintenance-support\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Enterprise Active Maintenance &amp; 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