With Standard Support Services* you get:
- Phone/Web support during regular business hours for your company’s support hub (View Support Directory)
- Product updates and Fixes
- Access to Empower, the Software Download Centerund TECHGemeinschaft. Empower is designed to help you quickly resolve problems or questions, and features these areas:
- Knowledge Center: Search for Early Warnings and Fixes.
- Portal für das Management von Zwischenfällen: Search for Knowledge Base articles, and your company’s Support Incidents.
- Produkte section: Contains Produktdokumentation, the Software Download Center, Product Version Availability information, early product announcements, and product upgrades.
- Kontakt zum Support section: Includes eService, offering the ability to submit new Support Incidents, attach diagnostic information, and check the status of existing requests.
- Seven (7) Authorized Technical Contacts (ATCs)
- An Escalation Path, 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).
Service Expectations
The following support severities are used for classifying issues. These classifications ensure consistent treatment of issues handled by Software AG Global Support Services. Software AG Global Support Services will determine the appropriate severity level and action timelines according to the following table, and customer-specific contract provisions.
It is recommended that crisis requests be reported by phone to obtain best possible service in crisis situations.
See the Enterprise Premium Support Services Overview for information on new Global Support Service offerings to customize your experience with a range of additional services.
*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract. The current service description for Standard Support is available hier.